AccountId: 011433970860
ContactId: 5cac1dd8-caa7-4b1f-8d55-31bffe7ec29e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177610 ms
Total Talk Time (AGENT): 42317 ms
Total Talk Time (CUSTOMER): 54821 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/5cac1dd8-caa7-4b1f-8d55-31bffe7ec29e_20250418T20:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify benefits for a patient that's coming to an outpatient hospital facility, please.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII], last name initial [PII]
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number [PII]?
[CUSTOMER][NEUTRAL] Yes, it's going to be 1426205ML8.
[AGENT][NEUTRAL] And 2 visits for the year.
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] It's going to be 1426205, the letter M, the letter L and then the number 8.
[AGENT][NEUTRAL] And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's going to be um [PII].
[AGENT][NEUTRAL] OK, thank you, let me pull up the account.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] A you'll verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Um, her last name is [PII], and then date of birth is [PII].
[AGENT][NEUTRAL] OK, thanks for verifying and I have the information for you. I'm showing an effective date of [PII]. Uh, the policy is no longer active as of [PII].
[CUSTOMER][POSITIVE] Ah, good to know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't show any active policies.
[CUSTOMER][POSITIVE] OK, thank you for letting me know.
[AGENT][NEUTRAL] Oh, you're welcome. Did you have any other questions?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that'll be all for today. Thank you so much.
[AGENT][POSITIVE] Uh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Too. Bye-bye.