AccountId: 011433970860
ContactId: 2340551e-508c-4b31-af67-fed641f464ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86040 ms
Total Talk Time (AGENT): 39899 ms
Total Talk Time (CUSTOMER): 37909 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/2340551e-508c-4b31-af67-fed641f464ac_20250221T21:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Baptist Outpatient Services. I'm a rendering provider and I was calling to get benefits on a patient.
[AGENT][POSITIVE] OK, I can definitely help you with the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the insurance number is going to be 181.
[CUSTOMER][NEUTRAL] 3215, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, I'm showing that this particular policy is no longer active. Um, it was effective from [PII], and there are no other active policies since then with APL.
[CUSTOMER][NEUTRAL] No other active policy? Oh, OK.
[CUSTOMER][NEUTRAL] OK. Well, thank you. um, and your name was, I'm sorry, [PII]?
[AGENT][NEUTRAL] Yes, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK thank you have a great day bye.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL.