AccountId: 011433970860
ContactId: a2bab428-df10-4e05-b651-2864a32fcef0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160800 ms
Total Talk Time (AGENT): 74824 ms
Total Talk Time (CUSTOMER): 68079 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/a2bab428-df10-4e05-b651-2864a32fcef0_20250312T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I am calling from the office of Doctor [PII] in [PII]. I'm calling to just check benefits for a patient of ours.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need to go callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, 00791080.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] R Z
[CUSTOMER][NEUTRAL] His date of birth is [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. And for a list of the benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please
[AGENT][NEUTRAL] Sure. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's the same as the phone number?
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm glad you caught that. I just spouted out.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. So again, that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Got it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] attention [PII]. OK, I just sent it you should.
[CUSTOMER][NEUTRAL] 59 it's 5 914.
[AGENT][NEUTRAL] OK. We're both getting them mixed up. OK. 248623. And the last part?
[CUSTOMER][NEUTRAL] 5914.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here it goes. OK, you should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's it thank you so much have a good day bye bye.
[AGENT][POSITIVE] OK. Thank you again. Mhm. Thank you again, [PII] for calling APL.