AccountId: 011433970860
ContactId: 2c680b18-7095-4a8b-9190-6584e7f8d22c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66680 ms
Total Talk Time (AGENT): 29437 ms
Total Talk Time (CUSTOMER): 29670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/2c680b18-7095-4a8b-9190-6584e7f8d22c_20250623T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling for on behalf of a provider just wanting to verify insurance on a.
[CUSTOMER][NEUTRAL] Patient
[AGENT][NEUTRAL] All right. Happy to check benefits. What is the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 019.
[CUSTOMER][NEUTRAL] 05621.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and her birthday is [PII].
[AGENT][NEUTRAL] Thank you. So patients active. The effective date is [PII]. We there's secondary insurance, so this covers deductible, co-pay, co-insurance, the primary doesn't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, that's just wanna double check.
[AGENT][POSITIVE] No problem. Have a good day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] OK.