AccountId: 011433970860
ContactId: d9dc31c8-9c72-455f-be9f-5830f639ba8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140229 ms
Total Talk Time (AGENT): 43619 ms
Total Talk Time (CUSTOMER): 49941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d9dc31c8-9c72-455f-be9f-5830f639ba8d_20250221T18:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, [PII]. Uh, my name is [PII]. I'm calling to verify patient benefits, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah. It is uh [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, sorry, I didn't hear you.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] It is where is it? OK, 01641249.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And were you needing a fax back breakdown of the benefits?
[CUSTOMER][POSITIVE] Oh yes, please. That would be great.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax within the next 7 to 5 to 10 minutes. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, let me just take a look here just to make sure that I have all the information.
[CUSTOMER][NEUTRAL] I know, I believe that's all. Uh, is there a reference number for this call, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Excellent. OK, [PII], thank you so much. I appreciate it. Uh, you have a great day.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.