AccountId: 011433970860
ContactId: b2a33534-a161-432b-b8ea-4fbff503042d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185039 ms
Total Talk Time (AGENT): 76178 ms
Total Talk Time (CUSTOMER): 62169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/b2a33534-a161-432b-b8ea-4fbff503042d_20250320T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from a provider's office. I just wanna confirm that a policy is still, um, active.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes ma'am it's 018811567 M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK. Please repeat that policy number.
[CUSTOMER][NEUTRAL] OK, yes, ma'am. It's 01881567, M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, I don't know how to say your name. It's [PII].
[CUSTOMER][NEUTRAL] And 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, I'm showing the effective date on this policy was [PII] and the policy is still active. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that new number is.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK, I'm ready.
[AGENT][NEUTRAL] OK, the new number is.
[AGENT][NEUTRAL] 247.
[AGENT][NEUTRAL] 3154.
[AGENT][NEUTRAL] Yeah, and I'm showing the effective date for this policy was [PII] and it's still active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Office visit, the patient's coming in for a well woman exam.
[AGENT][NEUTRAL] OK. Actually, on this policy, services provided in office is not covered um unless it's for cancer treatment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate your help today. Do you have a call reference number?
[AGENT][NEUTRAL] Um, yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it thank you.
[AGENT][POSITIVE] Mhm. Thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Bye.