AccountId: 011433970860
ContactId: e10b9ba7-c468-4220-af2a-98ef88957551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135929 ms
Total Talk Time (AGENT): 34692 ms
Total Talk Time (CUSTOMER): 34941 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e10b9ba7-c468-4220-af2a-98ef88957551_20250609T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I was calling to verify a patient's insurance.
[AGENT][POSITIVE] OK, I can help you with benefits. Um, can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do it's 02478110.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like the policy is active and effective [PII]. Um, I can send over a fax back that has all of the frequency and duration and codes listed, um, unless there's something you need to check on the phone.
[CUSTOMER][NEUTRAL] Um, I, the group number is still 19205 correct?
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] All right and.
[CUSTOMER][NEUTRAL] I'm showing that the only thing that they're not eligible for.
[CUSTOMER][NEUTRAL] Is Fix and Pao correct?
[AGENT][NEUTRAL] Uh, let's see
[AGENT][POSITIVE] Uh, yes, correct.
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK perfect what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And what was the reference number for the call [PII]?
[AGENT][NEUTRAL] That's just my name and today's date, and anything else I can help with today?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too.