AccountId: 011433970860
ContactId: 440d26c8-5fea-4b45-8f58-5cb993d548d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109680 ms
Total Talk Time (AGENT): 51230 ms
Total Talk Time (CUSTOMER): 39628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/440d26c8-5fea-4b45-8f58-5cb993d548d3_20250609T14:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling from Northside Hospital. Um, I just um need to verify that um if uh chemo or uh infusion is covered under this plan.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 02317226.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, uh, direct line is [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment please.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, it is [PII], uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, so effective date of [PII], policy is active, but as far as benefits, you will have to contact Web TPA and I can give you their phone number or transfer you to them, and they'll be able to verify benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, what's that number?
[AGENT][NEUTRAL] Excuse me, uh, their phone number is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, yes, ma'am. And is, uh, anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh, that'll be all.
[AGENT][POSITIVE] OK, I thank you so much for calling APL. You have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks.