AccountId: 011433970860
ContactId: 5a863c93-ca3f-4452-8c9b-3f61775a746d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92910 ms
Total Talk Time (AGENT): 44506 ms
Total Talk Time (CUSTOMER): 33681 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/5a863c93-ca3f-4452-8c9b-3f61775a746d_20250123T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Centerra Medical Group, and I'm trying to verify a patient's insurance.
[AGENT][POSITIVE] OK, I can help you with that. Um, [PII], can I get a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, and do you have um that patient's policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] It is 02287986.
[AGENT][NEUTRAL] OK, give me just one moment to get that pulled up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, um, can you verify your patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yes. Their name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK, so this is a limited benefit supplement plan so it would be secondary to major medical because we will need the primary payers EOB to um consider any payable benefits. Um, this policy was effective on [PII] and it is still currently active.
[CUSTOMER][POSITIVE] OK. Thank you so much. That is all I needed.
[AGENT][POSITIVE] You're welcome. OK, hope you have a great day, [PII], and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm. You too.
[AGENT][POSITIVE] Thank you.