AccountId: 011433970860
ContactId: 7cc96216-01b1-44d4-a305-40498b059f94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188720 ms
Total Talk Time (AGENT): 78193 ms
Total Talk Time (CUSTOMER): 90074 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/7cc96216-01b1-44d4-a305-40498b059f94_20250122T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Hi, I'm just calling to verify benefits on a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. And first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Yeah mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, yeah, my name is [PII], and um, what else did you need? I'm sorry.
[AGENT][POSITIVE] A good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's gonna be 1154.
[CUSTOMER][NEUTRAL] 590 ML 5.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] you have to.
[CUSTOMER][NEUTRAL] She has a new policy number.
[AGENT][POSITIVE] Yes, ma'am. Let me know when you're ready. I can give you the new number.
[CUSTOMER][NEUTRAL] OK, what is the new number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] 4.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] OK, let me repeat that back to you [PII].
[AGENT][NEUTRAL] No, I apologize. Um, it's.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] One
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me repeat that back to you, just give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So that's gonna be 202466661.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII], and the policy is still active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you so much that's all I needed to know.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Mhm, thank you.