AccountId: 011433970860
ContactId: 91b835d0-d32a-40ab-a772-a489d11e560e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86470 ms
Total Talk Time (AGENT): 38500 ms
Total Talk Time (CUSTOMER): 33788 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/91b835d0-d32a-40ab-a772-a489d11e560e_20250106T15:48_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]. I'm calling to verify benefits for a patient, please.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on benefits today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's 01820389 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you so much. Let me pull this up and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Last name is [PII], [PII].
[AGENT][NEUTRAL] Thank you. So patient plan is active. The effective date is [PII], or the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII], may I get the, is it [PII] or [PII]?
[AGENT][NEUTRAL] Yeah, so it's [PII] and the last initials of my name is [PII], that's the call reference.
[CUSTOMER][POSITIVE] And I thank you very much for your help.
[AGENT][POSITIVE] You're very welcome. Have a great day, [PII].
[CUSTOMER][POSITIVE] Thanks. You do the same now. Bye-bye.
[AGENT][NEUTRAL] Bye bye.