AccountId: 011433970860
ContactId: 82535525-2514-4231-81fc-a5081383a2a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101750 ms
Total Talk Time (AGENT): 33952 ms
Total Talk Time (CUSTOMER): 56242 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/82535525-2514-4231-81fc-a5081383a2a5_20250115T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was, my name is [PII]. I'm calling from Children's Care Endocrinology. Um, I was calling because I have a patient, um, that's coming in the office next week and I just wanted to verify their insurance.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And their policy number is 024691, hold on, hold on, 02469142.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth, date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Got you. And does it, uh, I guess they'll just get billed that up. OK, that, that's good. I'll just mark it as verified.
[AGENT][NEUTRAL] You sure? Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No. No, that'll be all cause I think they, they were already seen. I just had to re-verify.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.