AccountId: 011433970860
ContactId: 438ae88f-bb3e-461b-9862-a295884b9ec4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132940 ms
Total Talk Time (AGENT): 46837 ms
Total Talk Time (CUSTOMER): 32466 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/438ae88f-bb3e-461b-9862-a295884b9ec4_20250424T12:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] and I'm calling from Kessler Lipman Orthopedics. I was calling to verify coverage for a member.
[AGENT][NEUTRAL] OK, I can help you. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we're checking eligibility and benefits for specialist office.
[CUSTOMER][NEUTRAL] Um, yes, mhm.
[AGENT][NEUTRAL] OK. And what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] The policy number is 02540133.
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I have the information for you. I'm showing an effective date of [PII]. Uh, this policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And is this for the physician's fee or did you say it's for treatment in the office?
[CUSTOMER][NEUTRAL] Um, it's
[AGENT][NEUTRAL] My bad? You went away.
[AGENT][NEUTRAL] Oh, I bet if you're speaking, I cannot hear you.
[AGENT][POSITIVE] OK, well that I'm going to disconnect and I'm gonna call you directly back at [PII]. I'm gonna disconnect and call you directly back.