AccountId: 011433970860
ContactId: 0d4fea05-eed8-4e23-b012-f36739399e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156820 ms
Total Talk Time (AGENT): 55592 ms
Total Talk Time (CUSTOMER): 73924 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/0d4fea05-eed8-4e23-b012-f36739399e77_20250305T20:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, yes, um, I was calling to get a breakdown of benefits for patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] And if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Um, can we use the social or do you need the ID number?
[AGENT][NEUTRAL] OK, if you got a social, I'll take that.
[CUSTOMER][NEUTRAL] I do, it's um [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] This is for [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That would be great and I also, um, I don't have you guys in our system, um, so I was gonna put all the information in, so it is American Public, is that correct?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Life, OK.
[CUSTOMER][NEUTRAL] Um, and can I get that mailing address and the payer ID?
[AGENT][NEUTRAL] Pay ID is 60801.
[AGENT][NEUTRAL] And the mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, I got.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Great, OK.
[CUSTOMER][POSITIVE] Alright, and yes, a fax would be great.
[AGENT][NEUTRAL] OK, and what's that fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, you should receive that within the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Great, OK, I appreciate that. That's it.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Uh, alright, thank you, bye bye.
[AGENT][NEUTRAL] Mhm bye bye.