AccountId: 011433970860
ContactId: be9503dd-0756-400f-bb89-402072f4164a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119190 ms
Total Talk Time (AGENT): 48686 ms
Total Talk Time (CUSTOMER): 51189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/be9503dd-0756-400f-bb89-402072f4164a_20250519T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from the uh Saint Louis Pathology Associates. And I am just trying to verify if active coverage is available for a patient.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits. What is the policy number?
[CUSTOMER][NEUTRAL] The policy number by the card is 02319090.
[AGENT][NEUTRAL] Alright thank you let me pull that up here.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So [PII] is active. Effective date is [PII] on the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome, so to confirm, is there a group number?
[AGENT][NEUTRAL] Uh, let me check on that. One moment. Let's see.
[AGENT][NEUTRAL] Group number is 70,050.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] And to confirm, it is a
[CUSTOMER][NEUTRAL] Payer ID is 64556.
[AGENT][POSITIVE] Mhm correct.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] And if I can't find that in my system I can mail it to the [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] Awesome, last thing I'm gonna ask you for is you guys do call reference numbers?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name again is [PII], that's [PII] and last initial is gonna be [PII].
[CUSTOMER][POSITIVE] Awesome thank you sir you've been so helpful.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.