AccountId: 011433970860
ContactId: b6052b72-c678-41f1-bd3b-e551ad901e97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85440 ms
Total Talk Time (AGENT): 42967 ms
Total Talk Time (CUSTOMER): 27518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b6052b72-c678-41f1-bd3b-e551ad901e97_20250515T12:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Saint John's. I just need to verify coverage on a patient who came in for surgery this morning.
[AGENT][NEUTRAL] All right, [PII], happy to verify benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 01905619.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So, patient is active. Effective date is [PII]. We are the member's secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Perfect, yep, I do have it as a secondary. I just wanted to make sure that it was active.
[AGENT][POSITIVE] Yep, absolutely.
[CUSTOMER][NEUTRAL] And um could I have a call reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial, then today's date. My name is [PII], last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.