AccountId: 011433970860
ContactId: cd5460c4-ea32-4960-b112-def684f7a57e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109269 ms
Total Talk Time (AGENT): 49224 ms
Total Talk Time (CUSTOMER): 45517 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/cd5460c4-ea32-4960-b112-def684f7a57e_20250506T16:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is easy. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm just trying to verify uh if a patient has benefits available, they're coming for a patient surgery.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, and your name, please?
[CUSTOMER][NEUTRAL] [PII] And what was your name?
[AGENT][NEUTRAL] It's [PII], um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And thank you, [PII]. Um, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's gonna be where is it 01912558 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Mm. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, 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], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh so it's no longer.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, well that's good. Let me take that off. All right, so let me call the patient. All right, thank you, [PII].
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, thank you again lady, for calling APL. Have a great rest of your day. Bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome.