AccountId: 011433970860
ContactId: 5512f71f-d8b4-475f-ab87-dfe726d5eda5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143889 ms
Total Talk Time (AGENT): 39997 ms
Total Talk Time (CUSTOMER): 62771 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5512f71f-d8b4-475f-ab87-dfe726d5eda5_20250604T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling and IPL this is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Allergy Partners of the Upstate. My name is [PII] and I just need to verify coverage for a patient of ours.
[AGENT][POSITIVE] OK, [PII], I can help you with that. Do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Sure. That would be [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I do 01661549.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] I'm showing [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] See, [PII], excuse me.
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah, if I could.
[AGENT][NEUTRAL] OK. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] In the past,
[CUSTOMER][NEUTRAL] It's a specialist office and we are allergy, asthma and immunology and in the past, uh, I have to verify it because it's a secondary that's presented, but in the past, I've uh gotten from you that you don't cover office visits or allergy services. Is that still correct?
[AGENT][NEUTRAL] Hold on just a moment and I'll look that up.
[CUSTOMER][POSITIVE] Sure. Thanks.
[AGENT][POSITIVE] You are correct.
[CUSTOMER][NEUTRAL] OK. All right, is there a reference number for our call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you. I appreciate your help though, [PII].
[AGENT][POSITIVE] Thank you, [PII] for calling APO. You have a good day.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm. Bye-bye.