AccountId: 011433970860
ContactId: b619a683-f746-4ca0-ad2d-dd912f5384f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82180 ms
Total Talk Time (AGENT): 44619 ms
Total Talk Time (CUSTOMER): 23991 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b619a683-f746-4ca0-ad2d-dd912f5384f1_20250515T13:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yeah, hi, calling for benefit information.
[AGENT][POSITIVE] Alright, I'm happy to check on a patient's benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 212-355-51
[AGENT][NEUTRAL] Thank you. And then for documentation, can I grab your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thanks well. What is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so the only thing you don't cover would be like a copay, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Everything else would be covered.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's uh all I needed. Can I get a reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK great thank you so much [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK