AccountId: 011433970860
ContactId: 74f49611-f230-4aed-b2b6-f3aaa7a1518f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236179 ms
Total Talk Time (AGENT): 65048 ms
Total Talk Time (CUSTOMER): 129670 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/74f49611-f230-4aed-b2b6-f3aaa7a1518f_20250411T17:17_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I work with LabCorp, and I need to advise. I'm on a recorded line for quality assurance and and training.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's so powerful to say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how can I assist today [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I have a patient. Um, I have access to verify claim status, but not eligibility, and I just want to make sure that our information is correct because I'm not seeing our claim out there.
[AGENT][POSITIVE] OK, I'd be happy to assist.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If I can get a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 018488859.
[AGENT][NEUTRAL] Um, oh, that seems like too many numbers. Um, can you say that again for me?
[CUSTOMER][NEUTRAL] Yes, 018488859.
[CUSTOMER][NEUTRAL] That might be why we haven't heard anything.
[AGENT][NEUTRAL] Yeah, that's, that's too many numbers do you have a social?
[CUSTOMER][NEUTRAL] Uh, yes, I do.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, that social is not in our system um what is the name?
[CUSTOMER][NEUTRAL] OK. OK, the name is [PII]. It's spelled [PII] Last name is [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I think there was too many eights because I'm showing the policy as 01848859.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so 28.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK 01848859 OK and um.
[CUSTOMER][NEUTRAL] Let me check, is there a group number for that? I wanna make sure that's correct.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Group number is.
[AGENT][NEUTRAL] 24028.
[CUSTOMER][NEUTRAL] OK, we got that right. Um, is the, the name Flannery O bills on your policy?
[AGENT][NEUTRAL] We just have Flannery bills.
[CUSTOMER][POSITIVE] I will make sure that's correct. OK, so I'll fix that fix the sub number.
[CUSTOMER][NEUTRAL] OK, and um, is this under his or hers or is it a spouse or?
[AGENT][NEUTRAL] She's a spouse.
[CUSTOMER][NEUTRAL] OK, I wanna make sure because we have ourselves and that a lot of this info as well, no wonder.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, that helps. And [PII], what's your last name first initial?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Thank you for calling APO.
[CUSTOMER][NEUTRAL] And oh, do you have reference numbers? Do you have reference numbers for your call?
[AGENT][NEUTRAL] It's just my name in today's date and time.
[CUSTOMER][POSITIVE] Oh, OK, great. Thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.