AccountId: 011433970860
ContactId: bba322fc-ffda-4a58-98a6-cdffa137fe01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169600 ms
Total Talk Time (AGENT): 39818 ms
Total Talk Time (CUSTOMER): 73740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/bba322fc-ffda-4a58-98a6-cdffa137fe01_20250616T12:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I'm on a recorded line. I'm just calling to verify benefits for a patient who's coming into the office for infusion therapy. I just need to verify coverage for a specific procedure coach.
[AGENT][POSITIVE] 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] Yeah, definitely, uh, so that number is just going to be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you now. Um, I was getting the number.
[CUSTOMER][NEUTRAL] OK, there we go I think.
[CUSTOMER][NEGATIVE] I think I lost you for a second, um.
[CUSTOMER][NEUTRAL] So it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure. Uh, so the policy number is going to be 018.
[CUSTOMER][NEUTRAL] 41273.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, uh, so they have it listed as [PII].
[CUSTOMER][NEUTRAL] Um, with the date of birth of the.
[AGENT][NEGATIVE] Hello, I'm, I'm unable to hear you.
[CUSTOMER][NEUTRAL] Hi, can you hear me now?
[AGENT][NEUTRAL] Yes, I can hear you now. You were verifying the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, there we go.
[CUSTOMER][NEUTRAL] Yes, uh, so the patient's first name is going to be [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] And uh he has the date of birth of [PII].
[AGENT][NEUTRAL] OK. And actually, I'm not showing [PII] on this policy.
[CUSTOMER][NEUTRAL] Oh, he's not, is he just like not listed as a member so.
[AGENT][NEUTRAL] Right, he's not listed on the policy at all.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I'll, um, communicate with them to see if, uh, where the mix up is on that, yeah, no problem. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Oh no, there's nothing else I appreciate it thank you.
[AGENT][POSITIVE] OK. OK, thank you again, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.