AccountId: 011433970860
ContactId: 992e0e24-e965-49db-b500-005d061e7936
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103699 ms
Total Talk Time (AGENT): 41598 ms
Total Talk Time (CUSTOMER): 41956 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/992e0e24-e965-49db-b500-005d061e7936_20250611T18:06_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm calling to verify the, um, insurance for a patient.
[AGENT][NEUTRAL] OK, I'm happy to verify benefits. [PII], do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, hold on, wait, what do you mean by policy number like the.
[AGENT][NEUTRAL] A cer a certificate number, anything?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm, I just have the member's name, date of birth, and member ID number.
[AGENT][NEUTRAL] Does the member ID start with a D like in [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what's that number that you have then?
[CUSTOMER][NEUTRAL] It's 248-732-250.
[AGENT][NEUTRAL] I bet you that's their social. Let me try looking them up by that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] OK, but I think I did find a policy number for you. I have, I think, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's 02619366.
[AGENT][POSITIVE] That sounds right. OK, let me pull that up.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Go you.
[AGENT][NEUTRAL] Mhm. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, the name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then to confirm, are you looking for dental or medical coverage?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, so patient is active. Effective date on here is [PII], and that is the correct policy number.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you you too.