AccountId: 011433970860
ContactId: d8f0184a-bee7-4bca-aac4-c61fb79c28f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85080 ms
Total Talk Time (AGENT): 43501 ms
Total Talk Time (CUSTOMER): 43468 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/d8f0184a-bee7-4bca-aac4-c61fb79c28f4_20250303T16:09_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I'm calling from Back Pain Center. I need to check chiropractic benefits for a patient.
[AGENT][POSITIVE] I'm sure [PII] can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] option 6.
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02129448.
[AGENT][NEUTRAL] And 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 that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was, let's see, [PII] and this policy actually expired on [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK perfect that's all I need.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL since there isn't anything else I can assist you with. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thanks you too bye. OK.
[AGENT][POSITIVE] Thank you.