AccountId: 011433970860
ContactId: 74900703-585b-4f2e-a260-8b2f1f1d31b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150509 ms
Total Talk Time (AGENT): 47745 ms
Total Talk Time (CUSTOMER): 63644 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/74900703-585b-4f2e-a260-8b2f1f1d31b3_20250429T12:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Caring Community Health Center.
[CUSTOMER][NEUTRAL] I just got off the phone with a patient, um.
[CUSTOMER][NEUTRAL] According to him, he just found out he was insured through his employer.
[CUSTOMER][NEUTRAL] He states he's never had an insurance card and he was able to provide very limited information um and I'm just looking I have his social any information you need. I'm just looking for his ID number so that I can bill claims out to you.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with that information. Um, first, um, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get his social please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, please verify his name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found him in our system. Um, let me give you his policy number.
[AGENT][NEUTRAL] That number is, are you ready? OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] 06889.
[CUSTOMER][NEUTRAL] OK. And when did that policy become effective?
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on the policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] All right, I appreciate your help. Thank you so much. You have a great day.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's all I needed thank you.
[AGENT][POSITIVE] Mhm. Thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.