AccountId: 011433970860
ContactId: 3d68fdb6-c605-4aac-966e-8be58a89adc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161970 ms
Total Talk Time (AGENT): 63782 ms
Total Talk Time (CUSTOMER): 54806 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/3d68fdb6-c605-4aac-966e-8be58a89adc1_20250619T15:23_UTC.wav
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[CUSTOMER][NEUTRAL] See you.
[AGENT][NEUTRAL] Yeah, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Your phone's breaking up so I don't know if you can hear me OK?
[AGENT][POSITIVE] My name is [PII]. Thanks for calling APL. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify benefits for our patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII], no extension.
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number of that member that you're calling to verify benefits for?
[CUSTOMER][NEGATIVE] This might not be right. They gave 60801.
[AGENT][NEUTRAL] That's the payer ID.
[CUSTOMER][NEUTRAL] Isn't it normally more numbers than that? Yeah, I just noticed that the.
[AGENT][NEUTRAL] Mhm. Do you have their social?
[CUSTOMER][NEUTRAL] Uh, let me see if it's on the paperwork. One second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] What's their last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Could you provide me with the spelling of it so I can look it up for him? I greatly appreciate it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm, what city and state does this member live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me give you the correct policy number. Let me know when you're ready for it.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] It is 251-563-9. That's 251563-9.
[CUSTOMER][POSITIVE] Got it thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active, and what is the place of service that you're calling about?
[CUSTOMER][NEUTRAL] Uh, sleep study outpatient facility.
[AGENT][NEUTRAL] So she has outpatient benefits of $1000 per calendar day and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Thank you [PII], is there a reference number for the call?
[AGENT][NEUTRAL] We don't provide those. however, you can use my name in today's date as a reference. It's [PII].
[CUSTOMER][POSITIVE] All right thank you so much and you have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling API. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Thanks goodbye.