AccountId: 011433970860
ContactId: bf5ac6ec-ae7a-4ffd-95f0-de4254853ff3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112610 ms
Total Talk Time (AGENT): 42449 ms
Total Talk Time (CUSTOMER): 44206 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/bf5ac6ec-ae7a-4ffd-95f0-de4254853ff3_20250417T16:03_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I am calling in to see if patients coverage is active.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] S [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Last name [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. No problem. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] I have APL 016.
[CUSTOMER][NEUTRAL] 7017.
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII], and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Perfect. Uh, thank you so much, [PII], and is there a reference number for our call?
[AGENT][NEUTRAL] It will be my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that will be all thank you so much and I hope you have a wonderful rest of your day now bye bye.
[AGENT][NEUTRAL] You do the same, [PII], thank you for calling ATL. Mm bye.