AccountId: 011433970860
ContactId: 57b51953-9728-4dfc-979e-efd6a484d5d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150199 ms
Total Talk Time (AGENT): 56579 ms
Total Talk Time (CUSTOMER): 71289 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/57b51953-9728-4dfc-979e-efd6a484d5d6_20250401T13:25_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I get you to that.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Oh yes we update guys. I'm sorry.
[CUSTOMER][POSITIVE] Hi, I'm so sorry about that.
[AGENT][POSITIVE] Oh, no problem. How can I help you?
[CUSTOMER][POSITIVE] Yes, I was calling to verify. Yes, I, I'll get you one here, one moment for me. Thank you. OK, and here you can take a seat and I'll be right with you. I'm sorry about that. I'm here to verify um location I have coming in the office pretty soon.
[AGENT][POSITIVE] Yes ma'am, I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. A good call back number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Absolutely, um, the policy number it looks like it is 02559376. Does that sound correct?
[AGENT][NEUTRAL] Yes, ma'am. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, his name is [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, the effective date on this policy was [PII], and the policy is still active. And for a breakdown of the benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that would be greatly appreciated.
[AGENT][NEUTRAL] OK, and your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so that's attention [PII] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that will be all. I appreciate your help.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too ma'am bye bye.
[AGENT][POSITIVE] Mhm thank you