AccountId: 011433970860
ContactId: c4a60645-7cca-4ca7-8eed-0e6e51346a78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97480 ms
Total Talk Time (AGENT): 52220 ms
Total Talk Time (CUSTOMER): 26287 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c4a60645-7cca-4ca7-8eed-0e6e51346a78_20250303T17:19_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm looking for ortho benefits on a patient.
[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] Thank you, now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02550641
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and for the fee scheduling list of benefits, I can fax that over to you.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That'll be it thank you.
[AGENT][POSITIVE] Mhm. Thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you