AccountId: 011433970860
ContactId: 8d8ddf2f-0285-4ccc-9df7-c5c71742a416
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101900 ms
Total Talk Time (AGENT): 32439 ms
Total Talk Time (CUSTOMER): 45409 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/8d8ddf2f-0285-4ccc-9df7-c5c71742a416_20250320T22:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, yes, I am calling from Care now North Charleston. Um, I have a patient that has your insurance.
[CUSTOMER][NEUTRAL] And I was curious about the.
[CUSTOMER][NEUTRAL] Member ID.
[AGENT][POSITIVE] OK, I'll be happy to assist with the member ID. May I have your first name please?
[CUSTOMER][NEUTRAL] Mine?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have a social?
[CUSTOMER][NEUTRAL] Yes, let me get back to it [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [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]. Let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] OK, so I have the policy number. Is there a member ID?
[AGENT][NEUTRAL] That is the member ID and the policy number one and the same.
[CUSTOMER][NEUTRAL] OK, so yeah, OK, so that's how you use yours, OK.
[CUSTOMER][POSITIVE] Alright well thank you.
[AGENT][POSITIVE] Mhm thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Same.