AccountId: 011433970860
ContactId: 08474714-b331-44c1-8b19-f00d5a80652a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85199 ms
Total Talk Time (AGENT): 38975 ms
Total Talk Time (CUSTOMER): 32370 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/08474714-b331-44c1-8b19-f00d5a80652a_20250217T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there. My name is [PII], and I am with Novant Health, and I just need to verify that one of our patients is active with APL.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] OK. Thank you. And one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, thanks for your patience. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure it is 02093564.
[AGENT][NEUTRAL] Mm. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] OK, awesome thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that is it. That's all I needed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you again, [PII], for calling APL. Mhm.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] That yes, bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm bye.