AccountId: 011433970860
ContactId: 7f693e99-5051-4897-9251-a314bdc63218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117790 ms
Total Talk Time (AGENT): 65584 ms
Total Talk Time (CUSTOMER): 37831 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/7f693e99-5051-4897-9251-a314bdc63218_20250225T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] my name is [PII] with. You are clearance department?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] How can I help today? I'm still here, sorry about that.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, that's OK. I'm just calling to verify benefits for a patient.
[AGENT][POSITIVE] Happy to check on benefits today for you. Can I get their policy number?
[CUSTOMER][NEUTRAL] Uh, it is 01822974 ML8.
[AGENT][POSITIVE] All right, thank you for that.
[CUSTOMER][NEUTRAL] And I'm sorry, your name again?
[AGENT][NEUTRAL] My name is [PII], that's [PII] Uh-huh.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] So it looks like the member does have an active plan. It is a different policy number. Would you like to take that down?
[CUSTOMER][NEUTRAL] Uh, sure, please.
[AGENT][NEUTRAL] The active policy is going to be 02564329.
[AGENT][NEUTRAL] And the effective date is [PII]. Were the members' secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance of primary does not.
[CUSTOMER][NEUTRAL] OK and um is there a reference number I could put for this call?
[AGENT][NEUTRAL] Absolutely. That would be my name with my last initial and then today's date. The last initial to my name is [PII], first name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much sir I really appreciate that.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.