AccountId: 011433970860
ContactId: c3f2dc6c-229d-4861-b49c-838f31bd0e4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108919 ms
Total Talk Time (AGENT): 48480 ms
Total Talk Time (CUSTOMER): 33857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c3f2dc6c-229d-4861-b49c-838f31bd0e4d_20250603T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] I'm just calling to get benefits, um, for a patient please, outpatient benefits.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with benefits. Um, first, could I get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it's 01829112 ML 8.
[AGENT][NEUTRAL] Thank you and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was.
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] [PII] and
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] was actually dropped from this policy on [PII].
[CUSTOMER][NEUTRAL] OK, perfect. So she doesn't have active coverage with you guys.
[AGENT][NEUTRAL] Right, as of [PII].
[CUSTOMER][POSITIVE] All right, OK, perfect then thank you so much for your help.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Likewise.