AccountId: 011433970860
ContactId: a031f2e5-0b1e-422f-8b22-3150cc21f78e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131880 ms
Total Talk Time (AGENT): 53137 ms
Total Talk Time (CUSTOMER): 44472 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/a031f2e5-0b1e-422f-8b22-3150cc21f78e_20250327T15:42_UTC.wav
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[CUSTOMER][POSITIVE] I will be the way.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there I'm calling to verify a member's benefits.
[AGENT][POSITIVE] Yes, I can assist you with benefits. First, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII] [PII]
[CUSTOMER][NEUTRAL] Callback number is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and one moment please.
[CUSTOMER][POSITIVE] Uh, no problem.
[AGENT][NEUTRAL] OK. I thanks for your patience. Could I get, um, let's see, the policy number, please?
[CUSTOMER][NEUTRAL] OK, that'd be 02596316.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] Um, the effective date on this policy was [PII], and the policy is still active. And for a breakdown of benefits, I can fax that over to you.
[CUSTOMER][NEUTRAL] Yes, please. Um, the fax number is 770.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention honors [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No that's all I needed thank you.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Mm