AccountId: 011433970860
ContactId: c62918f4-7780-419a-be2a-e817296bc2b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131660 ms
Total Talk Time (AGENT): 36596 ms
Total Talk Time (CUSTOMER): 73042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/c62918f4-7780-419a-be2a-e817296bc2b4_20250506T22:14_UTC.wav
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[AGENT][NEUTRAL] Calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling with about this outpatient. I'm trying to obtain outpatient benefit under this member's plan.
[AGENT][POSITIVE] I'll be happy to assist with outpatient benefits today. I'm sorry, can you repeat your first name for me?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] is gonna be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number I have 021-95304 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] Uh, this is going to be done in [PII].
[AGENT][NEGATIVE] OK, please be advised verification of coverage is not a guarantee of payment. I'm showing this policy lapsed with us [PII]. They're no longer active with us.
[CUSTOMER][NEUTRAL] Mm, is there any way that you can check if he has any other policy active just in case he, this is an old one?
[AGENT][NEUTRAL] They don't have any other active policies.
[CUSTOMER][POSITIVE] They don't have any other one. OK, perfect. Um, thanks so much for that information. I appreciate it. Let me see if I have any other one.
[CUSTOMER][NEUTRAL] But I don't see.
[CUSTOMER][NEUTRAL] Yeah, that's the only number I see here.
[CUSTOMER][POSITIVE] Yeah, I don't see any other add this policy, but thanks so much for the information. I appreciate it.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that will be everything. The last thing I might need is uh the link to your last name and a reference number.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Oh, beautiful. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Same to you ma'am. Mhm, bye.
[AGENT][NEUTRAL] Bye.