AccountId: 011433970860
ContactId: 100f9e28-e350-48d4-9bfe-df14de406445
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155460 ms
Total Talk Time (AGENT): 43640 ms
Total Talk Time (CUSTOMER): 46314 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/100f9e28-e350-48d4-9bfe-df14de406445_20250409T12:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII] How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is Pattersville Family Practice. I was trying to get medical benefits for a patient, please, for a doctor's office.
[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 huh, [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh huh 02388991.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and 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 actually expired on [PII] and I'm not showing any active policies um for this family in the system.
[CUSTOMER][POSITIVE] All right, hon. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am. That's all.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too, hon, thank you. [PII]. I did check that one. It ended on [PII], so we don't have any insurance.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] OK.