AccountId: 011433970860
ContactId: 09d73dbb-e887-4730-910a-44cb73b30c4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72900 ms
Total Talk Time (AGENT): 28950 ms
Total Talk Time (CUSTOMER): 40074 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/09d73dbb-e887-4730-910a-44cb73b30c4b_20250611T12:22_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I was calling to get verification of benefits for a patient we have here in the office.
[AGENT][NEUTRAL] All right, [PII], happy to check benefits. What is their policy number?
[CUSTOMER][NEUTRAL] It is 02613883.
[AGENT][NEUTRAL] Thank you. And then for verification, can I get their name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, it is for [PII], and let me find his date of birth here. Hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, uh, [PII] is active. Effective date on here is [PII]. We are the members secondary insurance, so this does pick up deductible, co-pay, and co-insurance from the primary.
[CUSTOMER][NEUTRAL] That's the primary
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK excellent all right thank you so much I appreciate all your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.