AccountId: 011433970860
ContactId: 61a3b919-24ba-4fe0-bb45-2306c4b78964
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107180 ms
Total Talk Time (AGENT): 65040 ms
Total Talk Time (CUSTOMER): 37152 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/61a3b919-24ba-4fe0-bb45-2306c4b78964_20250203T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, how are you? My name is [PII]. I just wanted to verify if a patient is active with this insurance, please.
[AGENT][POSITIVE] Well, I'm doing great and thank you for asking and go ahead and give me that good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, it's 01.
[CUSTOMER][NEUTRAL] 654-538 ML 8.
[AGENT][POSITIVE] All right, [PII]. Thank you so much for that information and while I'm, excuse me.
[AGENT][NEUTRAL] While I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty [PII], thank you for all that information. And what is your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] His name is [PII], [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Looks like GM is a dependent on this medical supplemental plan. I do show original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim. But are you needing a benefit today or just uh make sure they're active?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's it that's all I needed thank you and can you please spell your name for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes, ma'am, I sure will. My name is spelled [PII] And is that all that I can help you with today?
[CUSTOMER][POSITIVE] Hi, good morning.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] That's it thank you so much I appreciate it.
[AGENT][POSITIVE] Yes, ma'am, and thanks for calling APO. You have a great day, Pale.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye