AccountId: 011433970860
ContactId: 565f2752-9aef-4264-8c80-cb50ff5c0f35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122650 ms
Total Talk Time (AGENT): 30199 ms
Total Talk Time (CUSTOMER): 68595 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/565f2752-9aef-4264-8c80-cb50ff5c0f35_20250616T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. I'm sorry. Good morning, [PII]. My name is [PII] calling you from Comfort Medical LLC. I'm calling to verify patient insurance.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, I do. It's gonna be [PII]. My extension is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient, [PII]?
[CUSTOMER][NEUTRAL] It's gonna be 02263296 the letter M as in Mary, L for Larry, number 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, hold on. OK. So, the patient's name, [PII], the last name is spelled like [PII].
[AGENT][NEUTRAL] It looks like this policy turned on 24, turned on [PII], and I don't show any other active policy.
[CUSTOMER][NEUTRAL] OK, so this one has been termed. Because when I verified, you know what, when I verify the patient's Aetna, the, this insurance still showing up. So it seems like the patients.
[CUSTOMER][NEGATIVE] Never did garden any sort of benefits.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, can I have a reference number, sir?
[AGENT][NEUTRAL] Uh, reference number is my name is [PII], first initial to last name, [PII], and today's date. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, uh, I think we're done. Thank you so much for your help and have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.