AccountId: 011433970860
ContactId: 15af97fa-62c8-44df-a96e-0980dbc3eab7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86580 ms
Total Talk Time (AGENT): 35376 ms
Total Talk Time (CUSTOMER): 39378 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/15af97fa-62c8-44df-a96e-0980dbc3eab7_20250214T18:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name's [PII]. I'm calling from South 4D&T Associates. I was calling to see, um, to verify benefits and eligibility for patients, um, regarding speech therapy.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 1480315ML8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth will be [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show the policy is active. Effective date is [PII].
[AGENT][NEGATIVE] Now I do show with this policy speech therapy would not be covered.
[CUSTOMER][NEUTRAL] OK, not covered.
[CUSTOMER][NEUTRAL] OK perfect if you could provide me with a reference number.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect, no that'll be all thank you so much you have a great day.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.