AccountId: 011433970860
ContactId: 26fbf954-1f90-43b7-b4f1-13b976de83be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105209 ms
Total Talk Time (AGENT): 49856 ms
Total Talk Time (CUSTOMER): 37891 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/2025/04/07/26fbf954-1f90-43b7-b4f1-13b976de83be_20250407T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to get some benefit information for a patient that's here today.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII] and a good call back number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02367009.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and then it's [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII].
[AGENT][NEUTRAL] And this policy expired on [PII].
[CUSTOMER][NEUTRAL] So this there's no policy.
[AGENT][NEUTRAL] Right, I'm not showing an active policy in the system.
[CUSTOMER][NEUTRAL] So you said
[CUSTOMER][NEUTRAL] OK, you said so it you said this policy started [PII] and then it expired November when?
[AGENT][NEUTRAL] Um, it started [PII], and it expired on [PII].
[CUSTOMER][POSITIVE] OK, thank you so much ma'am have a good one.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling ATL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too ma'am bye.