AccountId: 011433970860
ContactId: b5beec7b-0245-48e8-a339-751f8521442e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141690 ms
Total Talk Time (AGENT): 69198 ms
Total Talk Time (CUSTOMER): 38535 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b5beec7b-0245-48e8-a339-751f8521442e_20250303T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. What was your name again?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, I need to know if a patient is active still.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with that information. Um, first, I'll need 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 614-638.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and you said that that policy number was 612638?
[CUSTOMER][NEUTRAL] 614-638
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, it's still under a free schedule?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] Alright, can you send me that for your schedule?
[AGENT][NEUTRAL] Um, yes. What's your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's attention, [PII], um [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, I just need a reference number.
[AGENT][NEUTRAL] Um, for 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.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Mhm. Thank you, [PII], for calling ATL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks.