AccountId: 011433970860
ContactId: 72c5fd63-42ef-4a8c-ab7f-e2b8e9a7780e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101970 ms
Total Talk Time (AGENT): 40351 ms
Total Talk Time (CUSTOMER): 40025 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/72c5fd63-42ef-4a8c-ab7f-e2b8e9a7780e_20250321T17:45_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, good afternoon. My name is [PII]. I'm calling from a doctor's office to verify uh the patient's benefits.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, all I see here is two policy numbers. One says outpatient benefit certification number. Is that, that's the one, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] 1400.
[CUSTOMER][NEUTRAL] 663 M as in mom, L 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]. 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 And I am showing the policy is no longer active. It was effective from [PII].
[AGENT][NEUTRAL] To [PII], and there were no other policies with APL after [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, perfect. I'll call the the the patient then. Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.