AccountId: 011433970860
ContactId: 9e3b52dd-1d19-4919-857c-51f17c0819f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134419 ms
Total Talk Time (AGENT): 38727 ms
Total Talk Time (CUSTOMER): 74065 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/9e3b52dd-1d19-4919-857c-51f17c0819f8_20250430T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Doctor [PII]. I'm trying to verify coverage for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] It is 02612486.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The actual patient is [PII] [PII].
[AGENT][NEUTRAL] OK, I just pulled up one person under that policy. Um, can I get that policy number again?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] 02612486
[CUSTOMER][NEUTRAL] So is he the only only person on that?
[AGENT][NEUTRAL] Yeah, looks like the um maybe her spouse is the only one covered.
[CUSTOMER][NEUTRAL] Well you know the.
[CUSTOMER][NEUTRAL] Start program
[AGENT][NEUTRAL] I don't show her on the policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, well, [PII] is supposed to be the spouse.
[AGENT][NEUTRAL] Right, I, I'm showing that [PII] is the insured and the only one on the policy.
[CUSTOMER][NEUTRAL] Insurance to us.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so the spouse is not so does she have an individual plan or cell?
[AGENT][NEUTRAL] Um, let me see
[CUSTOMER][POSITIVE] Thank you much so uh we can see her.
[AGENT][NEUTRAL] What was her last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Let's look.
[CUSTOMER][NEUTRAL] [PII] and her birthday is [PII]. we can put it.
[CUSTOMER][NEUTRAL] Um, and so.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] uh or we or we could yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, I'm not pulling her up in our system.
[CUSTOMER][POSITIVE] OK, OK, alrighty then thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Um,