AccountId: 011433970860
ContactId: 9ad0dec1-42cc-4845-8ea6-fc54329cc290
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93660 ms
Total Talk Time (AGENT): 44510 ms
Total Talk Time (CUSTOMER): 40988 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9ad0dec1-42cc-4845-8ea6-fc54329cc290_20250310T12:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, good morning. Uh, my name is [PII]. I'm calling from Homestead Hospital in [PII]. Um, just needing an effective date on the policy.
[AGENT][NEUTRAL] I'm sure, and I can assist you with that information. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, um, I have it as 01611790 ML8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] It's still active. OK. Is there um a group number on the policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, ma'am. The group number is 22392.
[CUSTOMER][POSITIVE] 22392. OK, perfect. All right. Thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, nothing else, thank you.
[AGENT][POSITIVE] OK. Thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mhm thank you.