AccountId: 011433970860
ContactId: d9065647-795b-469a-bdc0-01ebdfe85c47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133279 ms
Total Talk Time (AGENT): 50808 ms
Total Talk Time (CUSTOMER): 75374 ms
Interruptions: 3
Overall Sentiment: AGENT=2.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/d9065647-795b-469a-bdc0-01ebdfe85c47_20250107T19:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. My name is [PII].
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling from Doctor [PII]'s um practice. I need to know the benefits on a patient.
[AGENT][POSITIVE] I'm doing good.
[AGENT][POSITIVE] OK, I can help you with the benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the phone number is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] That is going to be uh.
[CUSTOMER][NEUTRAL] You need the group number or the quality policy cert number?
[AGENT][NEUTRAL] The policy certain number, that's their policy number.
[CUSTOMER][NEUTRAL] 1121327.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is going to be um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is, give me one second.
[CUSTOMER][NEUTRAL] Let me look it up.
[CUSTOMER][NEUTRAL] The date of birth is going to be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that this particular policy is no longer active. It was effective from [PII] to June, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm calling for.
[CUSTOMER][NEUTRAL] Uh, I do have an appointment to see Doctor Go on Friday, but he's not in the office in [PII].
[CUSTOMER][POSITIVE] In the office on Fridays is the PA you would like to speak with the PA or no? OK, perfect, thank you so much.
[AGENT][NEUTRAL] Um, and there's no other medical policy that they have with APL.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] All right. Well, thanks for calling APL and I hope you have a great day and happy [PII].
[CUSTOMER][POSITIVE] You too, happy [PII].
[AGENT][POSITIVE] Thank you. Bye bye.