AccountId: 011433970860
ContactId: 667f40a2-985c-4062-883b-e0be8aa5171f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88720 ms
Total Talk Time (AGENT): 32772 ms
Total Talk Time (CUSTOMER): 33196 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/667f40a2-985c-4062-883b-e0be8aa5171f_20250423T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Advent. Um, I just need to verify a patient's coverage and make sure we're good to go.
[AGENT][POSITIVE] All right. Happy to check on coverage, [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] 02350210
[AGENT][NEUTRAL] And then if I can get their name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And do you have his date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date on here is [PII], and we're the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Sorry, I'm just writing all this down as we go, otherwise it's gonna go in one ear and out the other. OK, and are you [PII] with an H or no [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep, I have an [PII] at the end. [PII]
[CUSTOMER][POSITIVE] Perfect. OK, awesome thank you so much I really appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.