AccountId: 011433970860
ContactId: 65dd8e04-775f-4670-9847-50c47d820508
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92080 ms
Total Talk Time (AGENT): 35172 ms
Total Talk Time (CUSTOMER): 39418 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/65dd8e04-775f-4670-9847-50c47d820508_20250410T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Asher's patient account customer service, and I was just calling to verify insurance for a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, [PII]. Um, I'm showing that the policy certificate number is 02611351.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII], um, date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Alrighty, alrighty, and the PO box for the claims is [PII].
[AGENT][NEUTRAL] Yes, and there's a payer ID as well if you need it.
[CUSTOMER][NEUTRAL] I see 64556.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, that's all I need. Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too have a great day as well.
[AGENT][POSITIVE] Thank you. Bye-bye.