AccountId: 011433970860
ContactId: 1ffc9e1d-3791-4060-866c-a3d5e4492655
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160660 ms
Total Talk Time (AGENT): 80444 ms
Total Talk Time (CUSTOMER): 48551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/1ffc9e1d-3791-4060-866c-a3d5e4492655_20250609T12:24_UTC.wav
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[CUSTOMER][NEGATIVE] I could barely hear her.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a doctor's office in [PII] to check eligibility for one of our patients.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is, well, let's see, where is it at?
[CUSTOMER][NEUTRAL] Um, I have a group number and a group affiliate. I don't see a policy number.
[AGENT][NEUTRAL] Do you see a certificate number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It has group name, group number and then group affiliate that's all that's on the card.
[AGENT][NEUTRAL] OK, well, I can look them up by the social or the name and date of birth.
[CUSTOMER][NEUTRAL] OK, I have name and date of birth. His name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And his birthday is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Let me have that one here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I found him in our system. Um, would you like his policy number?
[CUSTOMER][POSITIVE] Yes, that would be wonderful thank you.
[AGENT][NEUTRAL] Mhm. His policy number is
[AGENT][NEUTRAL] 0077.
[AGENT][NEUTRAL] 8679.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on the policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or for an office visit?
[CUSTOMER][NEUTRAL] Office visit.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Oh, actually, um, this is a universal trucking, um, policy, so they're giving me a number for you to call to verify the benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And um they'll give you more information regarding the benefits.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Mm