AccountId: 011433970860
ContactId: cc0b5d8d-5ebf-4d00-95c4-23b1e1d655a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100660 ms
Total Talk Time (AGENT): 47647 ms
Total Talk Time (CUSTOMER): 37231 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/cc0b5d8d-5ebf-4d00-95c4-23b1e1d655a5_20250217T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I just need to verify, um, coverage and benefits for a patient please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02506605
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you the verification of coverage, it does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and for a breakdown of all the benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes ma'am.
[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's it thank you so much for your help.
[AGENT][NEUTRAL] OK, I