AccountId: 011433970860
ContactId: 20d0b329-a696-480b-87e2-18b338fdcbfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139960 ms
Total Talk Time (AGENT): 44736 ms
Total Talk Time (CUSTOMER): 30890 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/20d0b329-a696-480b-87e2-18b338fdcbfd_20250619T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the doctor's office. I just wanna know benefits for one of our patients just to see if it covers her copays or any deductibles that she has.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] It's [PII] callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] I have 02467401.
[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.
[AGENT][NEUTRAL] Um, I'm showing the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] It's not active at this moment?
[AGENT][NEUTRAL] Right, it expired in January, [PII].
[CUSTOMER][NEUTRAL] That is it.
[AGENT][NEUTRAL] Yeah, and I'm not showing any active policies for her in our system. Um, is there anything else I could assist you with?
[CUSTOMER][NEUTRAL] Yes, give me one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, no worries, thank you for your help.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye.