AccountId: 011433970860
ContactId: 63bc034e-24a1-4d84-8b7d-5b5999bcde75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124290 ms
Total Talk Time (AGENT): 54132 ms
Total Talk Time (CUSTOMER): 48788 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/63bc034e-24a1-4d84-8b7d-5b5999bcde75_20250411T19:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm calling from Jackson Memorial Hospital. I have a patient who's scheduled for an MRI, and I wanted to see if he has any benefits, uh, for his copays.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, I have here 195-099997.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy actually expired on [PII], and I'm not showing any active policies in our system.
[CUSTOMER][NEUTRAL] OK, so expired [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and uh.
[CUSTOMER][NEUTRAL] So and it was.
[CUSTOMER][NEUTRAL] Expired on OK.
[CUSTOMER][NEUTRAL] Alright, no, not a problem, um, can I, I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII]. Um it's spelled [PII] and my last initial is [PII] and my name and today's date will be your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No that is all thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thanks