AccountId: 011433970860
ContactId: dd24738f-2147-434d-8bd3-d3b252a17bb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69480 ms
Total Talk Time (AGENT): 39240 ms
Total Talk Time (CUSTOMER): 17689 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/dd24738f-2147-434d-8bd3-d3b252a17bb5_20250219T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on benefits for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] 02425331.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I can get the patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] Vocal [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So patient plan is active. The effective date is [PII]. We're the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] Got it. And what was your name again?
[AGENT][NEUTRAL] My name is [PII], that's [PII] and my last initial to my name is [PII]. That's the call reference with today's date.
[CUSTOMER][POSITIVE] Got it thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye