AccountId: 011433970860
ContactId: 11d4ee8b-2860-4220-8ad4-a47cd4e228fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112400 ms
Total Talk Time (AGENT): 54593 ms
Total Talk Time (CUSTOMER): 41996 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/11d4ee8b-2860-4220-8ad4-a47cd4e228fd_20250318T12:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanna verify coverage on a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02357209
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII], I think you have pronounce it um and it's [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing that the effective date on this policy was [PII], and the policy expired on [PII], and I'm not showing any active policies in our system.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know. So you said it expired on uh [PII]?
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, uh, that's what I need to know.
[AGENT][NEUTRAL] OK. Was there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, but do you have a reference number I could use for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can um use my name in today's date. My name is [PII], it's spelled [PII] My last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Mm thank you
[CUSTOMER][NEUTRAL] But