AccountId: 011433970860
ContactId: bf43df39-26dc-496e-82f9-225d80c324c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131490 ms
Total Talk Time (AGENT): 50907 ms
Total Talk Time (CUSTOMER): 63060 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/bf43df39-26dc-496e-82f9-225d80c324c3_20250410T15:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to verify a patient's insurance and get a break, uh, just to verify that their, um, coverage is still active.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, 018315-007.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you just wanted to know if the policy was still active.
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] OK, and the the policy is still through Universal Trucking Stevens Transport, correct?
[AGENT][NEUTRAL] That's their employer, yes, ma'am.
[CUSTOMER][NEUTRAL] OK perfect um and then the breakdown really quick sorry I just wanna make sure nothing has changed it's 18,060 or 18,040, sorry.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] 18,040.
[CUSTOMER][POSITIVE] OK perfect alrighty thank you so much oh go ahead sorry.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, and do you guys, are you able to send a fax back or no?
[AGENT][POSITIVE] Yes, I can send the fax back to you.
[CUSTOMER][NEUTRAL] OK, um, the number is [PII].
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 684-002-5
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That is it, thank you so much.
[AGENT][POSITIVE] Thank you [PII] for calling IPO you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.