AccountId: 011433970860
ContactId: 9b13057f-028d-4423-b7c7-62e0d5a634a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81150 ms
Total Talk Time (AGENT): 37983 ms
Total Talk Time (CUSTOMER): 17956 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/9b13057f-028d-4423-b7c7-62e0d5a634a0_20250107T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, my name is [PII]. I'm with [PII] and I'm trying to uh verify benefits on a patient, please.
[AGENT][POSITIVE] OK, I'm happy to verify benefits for you today's policy number.
[CUSTOMER][NEUTRAL] 1457218
[AGENT][POSITIVE] Alright, thank you for that. Give me just one moment please.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient plan is active. The effective date on this is [PII] for the secondary insurance, this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, and you have a reference number or is it just your name?
[AGENT][NEUTRAL] It's just my name with my last initial in today's date. The last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.