AccountId: 011433970860
ContactId: 3f11a3ac-d91a-4b67-94d0-362b71f5fa18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95199 ms
Total Talk Time (AGENT): 42463 ms
Total Talk Time (CUSTOMER): 30413 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/3f11a3ac-d91a-4b67-94d0-362b71f5fa18_20250130T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to check if the patient's policy is still active.
[AGENT][POSITIVE] Yes, ma'am, I can assist you with benefits. Um first, could I give you a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And could I get your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] It is 0245.
[CUSTOMER][NEUTRAL] 5481 M as in Mary, L as in lion 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage, it does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy actually expired on [PII].
[CUSTOMER][NEUTRAL] OK, so this is no longer active.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that would be all. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Right.