AccountId: 011433970860
ContactId: 559675a4-6706-4a9e-a6bd-e27c0d2c23c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100599 ms
Total Talk Time (AGENT): 42579 ms
Total Talk Time (CUSTOMER): 45769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/559675a4-6706-4a9e-a6bd-e27c0d2c23c9_20250214T16:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, this is [PII]. I'm with Levine Cancer Institute. I need to see if I can verify patients coverage, please.
[AGENT][NEUTRAL] OK, I can verify that for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] 01656930.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]. I'm sorry.
[AGENT][NEUTRAL] No, you're fine. Um, showing her effective date is [PII]. She is active on the policy and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Um, it's, uh, it's a supplement that, hang on a minute, um, yeah, it's secondary to her UnitedHealthcare primary, uh, medical coverage.
[AGENT][NEUTRAL] Uh, we are secondary. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, dear, that's all I need, and I'm sorry, do you have a reference number I can put in for this call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, and what was your name again? I'm so sorry.
[AGENT][NEUTRAL] Uh, [PII], last initial [PII]
[CUSTOMER][POSITIVE] Alright, [PII], well, thank you so very much. I appreciate your help today.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thanks for calling APL. Have a great day and weekend. You're welcome. Bye.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.