AccountId: 011433970860
ContactId: 8f963fdc-badc-4db3-828e-e146ff8148c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155449 ms
Total Talk Time (AGENT): 62580 ms
Total Talk Time (CUSTOMER): 44542 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/8f963fdc-badc-4db3-828e-e146ff8148c5_20250319T12:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify benefits for a patient please.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] The only thing they gave was 16484. I don't know what it's a short number.
[AGENT][NEUTRAL] And is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Outpatient hospital patients come for a routine mammogram.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you [PII], give me a second.
[CUSTOMER][NEUTRAL] But OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. I have the policy number if you want to make note of it.
[CUSTOMER][POSITIVE] Yes please I'll take that right right I'm ready.
[AGENT][NEUTRAL] OK. So the policy number is 258.
[AGENT][NEUTRAL] 1461.
[AGENT][NEUTRAL] Uh, the number you provided is the employer group number.
[CUSTOMER][NEUTRAL] Oh, OK, OK, alright, OK.
[AGENT][NEUTRAL] Mhm. And your check, you're looking for outpatient, you said routine mammogram?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have that information for you showing the policy effective date is [PII] currently active. Under this policy, it covers accident or services as a result of an accident and sickness only so wellness or routine services are not covered.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Anything else I could help with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Alrighty, so I'll put on, um, no, that is it your first name?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for your call. It's [PII].
[AGENT][NEUTRAL] Oh NYA first initial last name is [PII].
[CUSTOMER][POSITIVE] OK all right thank you so much you have a wonderful day.
[AGENT][POSITIVE] Yeah, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome thank you bye bye.