AccountId: 011433970860
ContactId: 0de28210-b5bf-493e-a8ac-b4f8eafb95d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115519 ms
Total Talk Time (AGENT): 53394 ms
Total Talk Time (CUSTOMER): 36729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0de28210-b5bf-493e-a8ac-b4f8eafb95d7_20250603T16:24_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to verify patients insurance.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, [PII] callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It is 00257.
[CUSTOMER][NEUTRAL] 475101.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is uh [PII] Date of birth [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]. The policy is still active, and is this for an office visit?
[CUSTOMER][NEUTRAL] Uh, urgent care visit.
[AGENT][NEUTRAL] Urgent care. OK. One moment. His benefits are coming up.
[AGENT][NEUTRAL] OK, actually, um, I'm showing that in order to verify benefits, um, you would need to call a different number for universal trucking.
[CUSTOMER][NEUTRAL] Oh, I just needed to verify that it was active, not the.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, the policy is active.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.