AccountId: 011433970860
ContactId: 0b7f3ccf-4ec5-4dd1-b4aa-99ca3734bba5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100379 ms
Total Talk Time (AGENT): 48632 ms
Total Talk Time (CUSTOMER): 34357 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/0b7f3ccf-4ec5-4dd1-b4aa-99ca3734bba5_20250331T14:00_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm inquiring about a patient's, uh, benefits.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and callback number is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is going to be 02312224ML8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth will be [PII].
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] OK, so it is no longer active, got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. Uh, last thing I wanna would just be a reference number for the call.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That'd be all, thank you so much for your help.
[AGENT][POSITIVE] OK, thank you again [PII] for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too.