AccountId: 011433970860
ContactId: 44475f4b-e7d4-45b8-a2fe-a26895b6a1be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147100 ms
Total Talk Time (AGENT): 77571 ms
Total Talk Time (CUSTOMER): 53499 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/44475f4b-e7d4-45b8-a2fe-a26895b6a1be_20250617T16:04_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, I'm sorry, what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Um, hi, so, my name is [PII], and I am calling to verify benefits for one of your members.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Viral MD Group holding LLC.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, the policy number would be 1,070,040.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Alright, and let me check and see if I have a new policy. This one is terminated. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] I don't have a new policy. This one terminated back in [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] If I'm looking at the card, uh, if I'm looking at the card, so where it because the card says inpatient benefit certificate number and outpatient benefit certificate number, so, um, will be one of those.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it will be the outpatient certificate. It's the same number. The only thing that changes is if it's inpatient or outpatient, which is um the last number on after the email if it's 8 or 9 or 8 or 7. that's the only difference, but it's the same policy number.
[CUSTOMER][NEUTRAL] Oh you have
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEGATIVE] But you don't have 10, you don't have anything for this patient.
[AGENT][NEGATIVE] No, no policies active for this number.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help. Can I have a reference number for this call, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] OK. No, no, that's it. Thank you. You have a nice day, yeah.
[AGENT][POSITIVE] You as well thank you for calling me.