AccountId: 011433970860
ContactId: 4b544be2-492f-4815-941e-b67b13c839bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104199 ms
Total Talk Time (AGENT): 50752 ms
Total Talk Time (CUSTOMER): 37462 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/4b544be2-492f-4815-941e-b67b13c839bf_20250508T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Medical University's Hospital Authority. I need to check and see if this young gentleman has
[CUSTOMER][NEUTRAL] This insurance is his secondary.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02446538
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visits?
[CUSTOMER][NEUTRAL] Uh, looks like it was a Peach office visit. It was a while back, about a week ago. Um, what's the reference number for the call? Because all I was doing is verifying the insurance.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am appreciate it very much thank you you have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.