AccountId: 011433970860
ContactId: 0c8da2f8-8fc7-4c5a-92f9-6749aa75f556
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 802640 ms
Total Talk Time (AGENT): 103695 ms
Total Talk Time (CUSTOMER): 82180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0c8da2f8-8fc7-4c5a-92f9-6749aa75f556_20250611T12:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. Uh, last initial B. I'm just calling to check on coverage for two separate patients, please.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the first policy number.
[CUSTOMER][NEUTRAL] OK. 0249.
[CUSTOMER][NEUTRAL] 7664.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you 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]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, this, let me see.
[CUSTOMER][NEUTRAL] It's for outpatient, but I don't need benefits. I just needed that um effective date that you provided.
[CUSTOMER][POSITIVE] So thank you for that. Um, quick question for you on this, on this one, is [PII] the subscriber?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am, she is.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And you said your name was [PII]?
[AGENT][NEUTRAL] Um, yes, [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Um, OK, I think I spoke with you in the morning yesterday.
[AGENT][NEUTRAL] You probably did.
[CUSTOMER][NEUTRAL] All right. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right. Whenever you're ready, I'll give you the next patient.
[AGENT][NEUTRAL] OK, 1 2nd.
[AGENT][POSITIVE] OK, I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] OK, 02505648.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me again 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 and [PII] is the subscriber.
[CUSTOMER][NEUTRAL] All right perfect uh for this one, can you tell me if there's a group number?
[AGENT][NEUTRAL] Um, yes, the group number is.
[AGENT][NEUTRAL] 15493.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right, that's all that I needed today. Thank you so much, Evie.
[AGENT][NEUTRAL] OK, thank you, [PII], for calling ATL. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's all for now. Thank you. Take care.
[AGENT][POSITIVE] OK. Thank you for calling ATL. You do as well. Mm bye.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Gosh.
[AGENT][NEUTRAL] You need to tell the child.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I can drink.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] were overturned or aren't overturned.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] right
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] sure
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII]