AccountId: 011433970860
ContactId: 40ba6c9f-1b69-4608-878d-f539a81a4ed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136479 ms
Total Talk Time (AGENT): 67742 ms
Total Talk Time (CUSTOMER): 59154 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/40ba6c9f-1b69-4608-878d-f539a81a4ed6_20250314T19:05_UTC.wav
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[CUSTOMER][POSITIVE] Hi, good afternoon.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Orlando Health Imaging Center on behalf of the patient. Are you able to, uh, provide the initials to your last name and assist with verifying benefits?
[AGENT][POSITIVE] Sure, it's [PII], and yes, I'll be more than happy to help you with the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely my phone number is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes, that policy number is going to be one moment, give me one second, 2,462,340.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, so I'm actually showing that this particular policy is no longer active. It was effective from [PII], but there is an active policy. Let me get that information for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So the active policy number is 259.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 7600.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy has been effective since [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate that this patient does have um an active policy supplemental policy with you all.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Beautiful thank you so so much I appreciate that and could I have a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date and again that's [PII] name is [PII].
[CUSTOMER][POSITIVE] Beautiful thank you so much [PII] I really really appreciate all your help and I hope you have a wonderful weekend.
[AGENT][POSITIVE] Thank you, sir can you also, was there anything else I can help with?
[CUSTOMER][POSITIVE] That's all thank you so much I appreciate it.
[AGENT][POSITIVE] All right. Thank you. You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye bye.