AccountId: 011433970860
ContactId: 11640fe1-4805-497d-98b6-723dc7834665
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103839 ms
Total Talk Time (AGENT): 41918 ms
Total Talk Time (CUSTOMER): 37553 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/11640fe1-4805-497d-98b6-723dc7834665_20250226T18:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Daycare. This is [PII]. I'm calling to verify benefits for a patient that's coming into our practice on Monday.
[AGENT][NEUTRAL] Sure, I could check those benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you and then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh 020.
[CUSTOMER][NEUTRAL] 87937.
[AGENT][NEUTRAL] All right. Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] This is [PII]. Uh, date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like to knock I could send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Oh no, that won't be necessary. Thank you very much. I just, that's all I wanted to quickly check for.
[AGENT][NEUTRAL] OK, sure, give me just a moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what kind of questions did you have for me?
[CUSTOMER][POSITIVE] Oh no, we're all good. I'm, I'm done. Uh, yes.
[AGENT][NEUTRAL] 00, OK.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.