AccountId: 011433970860
ContactId: 62769fa0-04a2-4862-990e-0f1a5f3ec3d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319399 ms
Total Talk Time (AGENT): 62054 ms
Total Talk Time (CUSTOMER): 90926 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/62769fa0-04a2-4862-990e-0f1a5f3ec3d7_20250219T16:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling to verify benefits for, uh for two different patients.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what is that policy number or the first policy number, please?
[CUSTOMER][NEUTRAL] OK, so the first policy number I have on file is 254 0254, sorry, 6464 NL8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I show his effective date is [PII]. Policy is active, and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Um, I don't need any benefits. I just needed the effective date, so it's [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. And you said you had another policy you want to check?
[CUSTOMER][NEUTRAL] Yes. Give me one moment. Um, may I also have your, your, um, name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK. And do you provide a reference call number?
[AGENT][NEUTRAL] Uh, no, ma'am. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, sorry, I'm just inputting this information into the patient's account.
[AGENT][NEUTRAL] No, you're fine. Take your time, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I'm heading into the other patient's account. Just give me one moment.
[AGENT][POSITIVE] Oh yeah, take your time. I am in no rush. I am here.
[CUSTOMER][POSITIVE] Awesome
[AGENT][NEUTRAL] I know computers take a while. I've been trying to type in notes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh, that's horrible.
[CUSTOMER][NEUTRAL] On this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Um, let's see here, super phone.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You, you know what? Never mind. I think somebody else worked on work, worked in the account, so I don't see it here populating.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But thank you so much for your assistance. I really appreciate it.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You as well take care. Thank you.
[AGENT][NEUTRAL] Mhm, bye.
[CUSTOMER][NEUTRAL] Bye bye.