AccountId: 011433970860
ContactId: cc1ab5fb-36d2-40c2-9962-6f110ce55f2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100160 ms
Total Talk Time (AGENT): 44721 ms
Total Talk Time (CUSTOMER): 36607 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/cc1ab5fb-36d2-40c2-9962-6f110ce55f2d_20250107T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from South Florida Diagnostic Imaging. I need to verify coverage on a patient, please.
[AGENT][POSITIVE] I'm sure I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII], callback number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 02331550 ML 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So there's no current active policy?
[AGENT][NEUTRAL] Right, I'm not showing one on file at this time.
[CUSTOMER][POSITIVE] Got it thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Your name?
[AGENT][NEUTRAL] It's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. bye.
[CUSTOMER][NEUTRAL] Bye bye.