AccountId: 011433970860
ContactId: 2521337d-68f4-445a-bbc1-196f95956273
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129839 ms
Total Talk Time (AGENT): 72366 ms
Total Talk Time (CUSTOMER): 45597 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/2521337d-68f4-445a-bbc1-196f95956273_20250505T19:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm just calling to verify patients uh benefits for an upcoming, um, surgery they got at the hospital.
[AGENT][NEUTRAL] OK. And your name?
[CUSTOMER][NEUTRAL] I confirm the coverage. My name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and did you say?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] ERMO OK and did you say you're the broker or calling from the broker's office?
[CUSTOMER][NEUTRAL] No provider calling from the hospital.
[AGENT][NEUTRAL] OK. Provider. OK. And what's the policy number?
[CUSTOMER][NEUTRAL] 1145352 Mike Lima 5.
[AGENT][POSITIVE] Thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and you did say this is outpatient facility?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] All right. If you can verify patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so the policy number you um.
[AGENT][NEUTRAL] Provided is no longer active as of [PII], uh, the patient had one since that time.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Under policy number.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 1459043.
[AGENT][NEUTRAL] And it looks like this policy became effective [PII], uh, but it's no longer active as of [PII], so no active coverage for this patient.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, so they're no longer active. Perfect. Alright, thank you so much.
[AGENT][POSITIVE] Correct. You're welcome. Anything else?
[CUSTOMER][POSITIVE] That's everything for now thank you.
[AGENT][POSITIVE] Alright, thanks for calling AP. I'll give him. I don't wanna botch up your name. I'm gonna call you Mr. [PII]
[CUSTOMER][NEUTRAL] It's OK, that's fine.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.