AccountId: 011433970860
ContactId: 79e0a27e-163a-4f03-bffb-dcc7047f63c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189600 ms
Total Talk Time (AGENT): 59225 ms
Total Talk Time (CUSTOMER): 66166 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/79e0a27e-163a-4f03-bffb-dcc7047f63c7_20250625T14:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello [PII], I'm [PII] calling from provider's office.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] How can I assist?
[CUSTOMER][NEUTRAL] Uh, I just have a patient. Yes, yeah. I have a patient. I just want to know, uh, if the patient is active for the date of service so that we can build the charges to this, uh.
[CUSTOMER][NEUTRAL] Medli one.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. I'm sorry, can you repeat your first name for me?
[CUSTOMER][NEUTRAL] Siri [PII] and last initially this is[PII] [PII] and can you spell your name for me?
[AGENT][NEUTRAL] It's [PII] You said your name was Siri?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You said your name was Siri?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, and Siri, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is uh
[CUSTOMER][NEUTRAL] And it's 771 uh OK OK sorry it's 02595368.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [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]. Um, now, where would, where did the treatment take place?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] May I know the termination date?
[AGENT][NEUTRAL] Um, the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there is no combination date, right?
[AGENT][NEUTRAL] I'm sorry, can you, I couldn't hear you. Can you repeat that?
[CUSTOMER][NEUTRAL] So there is no termination date, right?
[AGENT][NEUTRAL] That's correct, the policy is still active.
[CUSTOMER][NEUTRAL] OK, may I know the
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, thank you. May I know the call reference number for our conversation?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Thank you. Nothing.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm bye bye.