AccountId: 011433970860
ContactId: 472538eb-ed34-47ee-b941-6d13e3b9fae1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110550 ms
Total Talk Time (AGENT): 52529 ms
Total Talk Time (CUSTOMER): 39837 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/472538eb-ed34-47ee-b941-6d13e3b9fae1_20250224T20:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I am calling to verify the insurance for one of my patients.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the insurance for your patient, May. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 02473063.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII], the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And did you want to go over any benefits today?
[CUSTOMER][NEUTRAL] The insurance covers what the primary doesn't, correct?
[AGENT][NEUTRAL] Well, not exactly. We pay towards the copay, deductible and co-insurance of covered charges after primary, um, so it depends.
[CUSTOMER][POSITIVE] Got it, got it perfect. Can I please have the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again that's [PII] First initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much I greatly appreciate your help.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. May I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.