AccountId: 011433970860
ContactId: 1954c510-ccd4-4370-be54-3ce285a7b6ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66139 ms
Total Talk Time (AGENT): 28789 ms
Total Talk Time (CUSTOMER): 25637 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/1954c510-ccd4-4370-be54-3ce285a7b6ab_20250128T23:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor [PII] at [PII]'s office, and I'm calling to verify benefits.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on benefits for you tonight. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, uh, is that the outpatient benefit cert number?
[AGENT][POSITIVE] Yeah, that'll work.
[CUSTOMER][NEUTRAL] OK, 02166360 ML 8.
[AGENT][POSITIVE] Thank you so much and then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you so much. So looks like the patient did have a secondary plan with us. It has lapsed as of [PII]. I don't show any other active coverage with us.
[CUSTOMER][POSITIVE] OK. All right, great, thank you so much have a great day.
[AGENT][NEUTRAL] You too [PII] bye bye.