AccountId: 011433970860
ContactId: 37299ed5-54c2-40f1-9bd6-408862f0a074
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111339 ms
Total Talk Time (AGENT): 41220 ms
Total Talk Time (CUSTOMER): 38311 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/37299ed5-54c2-40f1-9bd6-408862f0a074_20250609T14:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling AP. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hi, [PII]. My name is [PII], last initial [PII] Just calling to check on coverage for a patient, please.
[AGENT][NEUTRAL] OK, I can help with that, [PII]. May I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] 02473500
[AGENT][NEUTRAL] OK, thank you, [PII]. I verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you very much and you're calling for benefits for this member would you need inpatient or outpatient today?
[CUSTOMER][NEUTRAL] Um, I don't need benefits. I just need to see if the plan is active and if there's an effective date.
[AGENT][NEUTRAL] OK, of course I can help you with that. Uh, yes, the policy shows effective as of [PII], and this policy shows active.
[CUSTOMER][POSITIVE] Perfect. Is there any group number?
[AGENT][NEUTRAL] Yes, let me get that for you one moment.
[AGENT][NEUTRAL] OK, the group number shows 80053.
[CUSTOMER][POSITIVE] Alright perfect and any reference for the call today, [PII]?
[AGENT][NEUTRAL] Uh, no, but you can use my name in today's date and my last initial is [PII].
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help have a great day.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] Alright