AccountId: 011433970860
ContactId: 70125b4a-3c51-4b95-9f29-06693fb475d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92760 ms
Total Talk Time (AGENT): 38341 ms
Total Talk Time (CUSTOMER): 57326 ms
Interruptions: 3
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/70125b4a-3c51-4b95-9f29-06693fb475d0_20250613T19:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling AT. My name is. Can I help you?
[CUSTOMER][NEUTRAL] I'm trying to verify coverage for a patient.
[AGENT][NEUTRAL] OK, I can help with that. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. And I do apologize. Say your name again for me, please.
[CUSTOMER][NEUTRAL] [PII], last [PII] is [PII]. OK. Thank you. [PII]
[AGENT][NEUTRAL] OK, and spell your first name for me?
[AGENT][NEUTRAL] OK, thank you, and your callback number please [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It is God outpatient 02478776 M like Mary L like Lucy 8.
[AGENT][NEUTRAL] Thank you very much. verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you very much. And you're calling to verify benefits. Would you need benefits for inpatient or outpatient as well?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's outpatient. I didn't, I don't need benefits. I just needed to verify that the coverage is active.
[AGENT][NEUTRAL] OK, OK, I can certainly help you with that. Uh, the policy shows effective as of [PII], and this policy shows active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a great day, [PII]. Thank you.