AccountId: 011433970860
ContactId: 4cba9526-33e6-42e5-8285-601d1975ef09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90500 ms
Total Talk Time (AGENT): 44141 ms
Total Talk Time (CUSTOMER): 33608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4cba9526-33e6-42e5-8285-601d1975ef09_20250127T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][POSITIVE] Yeah, I can check benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is 01816250 ML8.
[AGENT][NEUTRAL] All right. Thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Um, so I do see [PII] under this policy, however, she is no longer active. Uh, the only active member under this policy currently is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, so, no, that's good.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK perfect I'll go ahead and I'll give her a call. Can I have a call reference number please?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's all for today, [PII]. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.