AccountId: 011433970860
ContactId: c692626c-f14b-4ac9-bbe0-bddd5364b174
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67989 ms
Total Talk Time (AGENT): 29686 ms
Total Talk Time (CUSTOMER): 28481 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c692626c-f14b-4ac9-bbe0-bddd5364b174_20250122T19:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [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 is.
[CUSTOMER][NEUTRAL] 991375
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy termed on [PII].
[CUSTOMER][NEUTRAL] [PII], is there any other policy active or no?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, do you have your reference number for the call?
[AGENT][NEUTRAL] Reference would just be my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.