AccountId: 011433970860
ContactId: 722bf22f-02f7-4860-9dd8-f538d962f14e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142169 ms
Total Talk Time (AGENT): 63754 ms
Total Talk Time (CUSTOMER): 50526 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/722bf22f-02f7-4860-9dd8-f538d962f14e_20250203T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning. 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 Covenant Hospital in [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was just needing to see what kind of coverage this patient has because it's showing on her um like COB.
[AGENT][NEUTRAL] OK, so you're needing to verify what type of policy the member has with APL?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that [PII], and what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Um, I don't have that. It just has her social.
[AGENT][NEUTRAL] Is she the subscriber?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She is the subscriber on this policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what is the full social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, any information that I might provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][NEUTRAL] OK. Now, the policy number that you provided for me is a dental policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy is actually not active with APO any longer.
[AGENT][NEUTRAL] It turned 9-17 of 2017.
[CUSTOMER][NEUTRAL] OK, do you know? OK.
[CUSTOMER][NEUTRAL] 1:17. I do that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Awesome thank you so much, [PII] do you have a call reference number?
[AGENT][POSITIVE] Absolutely. Yes, ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK awesome thank you so much you have a good rest of your day.
[AGENT][POSITIVE] Thank you. I hope you do too and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you have a nice day bye bye.
[AGENT][NEUTRAL] Um, you too. Bye bye.