AccountId: 011433970860
ContactId: 3f5e2403-3dec-4cf5-9030-a16b59149804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164699 ms
Total Talk Time (AGENT): 60767 ms
Total Talk Time (CUSTOMER): 75238 ms
Interruptions: 0
Overall Sentiment: AGENT=4.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3f5e2403-3dec-4cf5-9030-a16b59149804_20250109T23:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good evening. I'm calling to verify and transfer to all my patients.
[AGENT][POSITIVE] OK, I'm happy to verify benefits. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy for the first patient is 02024623 M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] All right, thank you so much. And if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII].
[CUSTOMER][NEUTRAL] And the call number, callback number is [PII].
[AGENT][POSITIVE] Thank you so much. And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. The name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And for the 2nd patient, allow me just 1 2nd.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK. For the second patient, the policy number is 1477.
[CUSTOMER][NEUTRAL] 502 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] All right, thank you so much. And name and date of birth, please?
[CUSTOMER][NEUTRAL] The first name is [PII]. The last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Alright. Thank you for that. Uh, patient is active. The effective date on this is [PII], uh, same type of policy.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII], for your help. May I please have the last name first initial and call reference number?
[AGENT][NEUTRAL] Absolutely call reference is my name with my last initial and then today's date. The last initial to my name is [PII] and again my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, sir. I appreciate it so much. Have a great night.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.