AccountId: 011433970860
ContactId: 1c46394b-ffcb-4aa4-a535-63c2b363ac88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107569 ms
Total Talk Time (AGENT): 52997 ms
Total Talk Time (CUSTOMER): 32360 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/1c46394b-ffcb-4aa4-a535-63c2b363ac88_20250623T15:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I am calling to get some benefit information for a patient.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] 02605167
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII].
[AGENT][NEUTRAL] Hm, and I'm showing that it expired [PII], so the policy is inactive.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so that is gonna be everything that I need. Can I just get the spelling of your name and a reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Nope, that's gonna be everything, thanks so much [PII] I appreciate your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks.