AccountId: 011433970860
ContactId: 368865da-b77f-4a9e-b4bf-e6c739bfd321
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253660 ms
Total Talk Time (AGENT): 90382 ms
Total Talk Time (CUSTOMER): 55885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/368865da-b77f-4a9e-b4bf-e6c739bfd321_20250116T16:16_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I was calling to get some information on this client we have um about your insurance.
[AGENT][NEUTRAL] OK. Um, and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is um [PII], I'm sorry [PII].
[AGENT][NEUTRAL] Thank you, and you're calling from which facility provider?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm a provider.
[AGENT][NEUTRAL] What's the name of the provider?
[CUSTOMER][POSITIVE] Um, strengthening outcomes with autism resources.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 126-5691.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the name is [PII].
[CUSTOMER][NEUTRAL] Hold on one second, let me get you the date of birth.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEGATIVE] Date of birth? Oh, they don't even have their birthday on.
[CUSTOMER][NEUTRAL] I'm sorry, ma'am, one sec. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And how may I assist you, Miss [PII]? What information do you need today?
[CUSTOMER][NEUTRAL] I was calling to see if he's eligible for eligible for um speech therapy.
[AGENT][NEUTRAL] Speech therapy?
[CUSTOMER][NEUTRAL] With this plan.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, um, let me see if that's a cover service. One moment, let me pull his benefit information. Um, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And, um, bear with me. I need to go over the benefits.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So no, this one doesn't have coverage for speech therapy.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Can I get a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, that is [PII].
[CUSTOMER][NEUTRAL] OK, and today's date?
[AGENT][POSITIVE] Yes, correct, yes.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Mm bye.