AccountId: 011433970860
ContactId: 1d4d9a26-c730-4b07-a31a-dc470f29688a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156130 ms
Total Talk Time (AGENT): 59521 ms
Total Talk Time (CUSTOMER): 76227 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1d4d9a26-c730-4b07-a31a-dc470f29688a_20250617T13:11_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm just trying to see if this patient's benefits are still active.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with coverage. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] I have 60801.
[AGENT][NEUTRAL] OK, that's our pair ID um.
[CUSTOMER][NEUTRAL] Oh wait a minute.
[CUSTOMER][NEUTRAL] It is. I just realized that I'm sorry, it's, I see it. I'm looking at his card. I apologize. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] sorry they put that in completely wrong. I just looked at it.
[AGENT][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is sorry I just.
[CUSTOMER][NEUTRAL] It is [PII] and it's [PII].
[AGENT][NEUTRAL] 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] and the policy is still active.
[CUSTOMER][NEUTRAL] Now, can I ask you something now, what type of, is this like a gap insurance? Do you guys cover his primary?
[AGENT][NEUTRAL] Um, yes, ma'am. This is Secondary gap insurance.
[CUSTOMER][NEUTRAL] Cause he's got Blue Cross Blue Shield as his primary.
[CUSTOMER][NEUTRAL] It is gap insurance. OK. No, because I know we don't do that here. OK.
[AGENT][NEUTRAL] Yes, ma'am. And we cover.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, go ahead, sorry.
[AGENT][NEUTRAL] I'm sorry, um, is this for an office visit?
[CUSTOMER][NEUTRAL] Um, yeah, actually, you know what? I would just need a reference number because we don't do the gap insurance here at my job. Um, we let them kind of submit it themselves if they'd like to take the claims, but we don't deal with it here, so that was all I needed to know if I could just have a reference number, I will be all set. Thank you so much.
[AGENT][NEUTRAL] OK. Thank you, [PII], for calling ATL and the reference number is 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] Awesome.
[CUSTOMER][POSITIVE] No, [PII], thank you so much. I appreciate your time today and I hope you have a great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.