AccountId: 011433970860
ContactId: a2de23ff-e206-4ca9-9151-a57795dcb96c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102069 ms
Total Talk Time (AGENT): 49697 ms
Total Talk Time (CUSTOMER): 38924 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/a2de23ff-e206-4ca9-9151-a57795dcb96c_20250611T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes ma'am, I'm trying to get benefits on a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, my name's [PII] and the call back is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] So, um, there's 2 numbers on here. There's the inpatient and then the outpatient, so, um, I'm gonna give you the outpatient one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 023043 03 ML 8
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] birthday is [PII].
[AGENT][NEUTRAL] OK, 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 this policy expired on [PII].
[CUSTOMER][NEUTRAL] OK, so it's no longer active OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and um can I get a reference number from you?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is all I needed. Thank you, ma'am.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too.