AccountId: 011433970860
ContactId: a069f0f6-92cd-428b-bb12-7371356ccfef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122349 ms
Total Talk Time (AGENT): 54871 ms
Total Talk Time (CUSTOMER): 48489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/a069f0f6-92cd-428b-bb12-7371356ccfef_20250401T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from Atlantic Spine Center, the office of Doctor [PII] in [PII]. I'm trying to verify out of network benefits for one of your policyholders.
[AGENT][POSITIVE] I'm sure, I and I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02595525.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm actually showing the effective date on this policy was [PII] and I'm showing that it expired on [PII], so the policy has lapsed, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, may I please have a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, so you're basically saying that there is no policy.
[AGENT][NEUTRAL] Right. I'm not showing any active policies in the system for her or him.
[CUSTOMER][POSITIVE] Alright, I appreciate all of your help. Thank you so much. I know this is not an April Fool's joke, so I'll just go ahead and put that in.
[AGENT][POSITIVE] OK. I thank you, [PII] for calling APL. You have a great rest of your day. Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, no problem, be well.
[AGENT][NEUTRAL] Mhm, you do the same. Mm bye.
[CUSTOMER][NEUTRAL] Bye.