AccountId: 011433970860
ContactId: 57939641-c3c9-4501-a028-835ec3be3e18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90010 ms
Total Talk Time (AGENT): 42729 ms
Total Talk Time (CUSTOMER): 33466 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/57939641-c3c9-4501-a028-835ec3be3e18_20250212T20:29_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, checking on benefits on a patient for Indo out of network please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII]. My name is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] Sure, it's 602-776.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII], last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy actually expired on [PII].
[CUSTOMER][NEUTRAL] [PII] is termed hm, OK, that's what I needed to know, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.