AccountId: 011433970860
ContactId: aad82078-a484-4dcf-897d-4de7a3366a8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96980 ms
Total Talk Time (AGENT): 45097 ms
Total Talk Time (CUSTOMER): 36482 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/aad82078-a484-4dcf-897d-4de7a3366a8b_20250422T20:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm just calling to verify if my patient is still active.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]. The policy number it is 02335618.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The provider, I mean the subscriber of the insurance, it is Amaca Unique. Date of birth [PII].
[AGENT][NEUTRAL] So, wait a minute, so is the number that you just verified, is that your patient or because the subscriber is different? Is that who we're working with?
[CUSTOMER][NEUTRAL] Oh no, the member of my patient, it is Camel Uni. His date of birth, it is [PII].
[AGENT][NEUTRAL] Here we go. OK. Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And so I am showing the policy is active, it has been effective since [PII].
[CUSTOMER][POSITIVE] Thank you so much for letting me know thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL Unier. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah