AccountId: 011433970860
ContactId: e556f82a-b60c-4a2d-bed9-cbf8b8f2ba47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114730 ms
Total Talk Time (AGENT): 51767 ms
Total Talk Time (CUSTOMER): 49764 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/e556f82a-b60c-4a2d-bed9-cbf8b8f2ba47_20250107T23:10_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], last initial [PII]. I'm calling on a recorded line just for training and quality purposes, and I'm calling to verify benefits for a patient that's coming into the office for infusion therapy, and I have specific codes I need to verify coverage for.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright [PII], I can do my best to help you with benefits today. Do you have, I'm so sorry, do you, can I get a good call back number from you real quick?
[CUSTOMER][NEUTRAL] Yeah, [PII] and that's the direct line.
[AGENT][POSITIVE] Perfect, thank you so much and um what is the member's policy number?
[CUSTOMER][POSITIVE] Yeah, that is 018696 0 yeah sorry let me start over. I'm having a good day 01869602.
[AGENT][POSITIVE] No worries.
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] Can you verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you so much, and give me 1 2nd.
[AGENT][NEUTRAL] All right. Unfortunately, it looks like your patient is no longer active with us. Um, it looks like we turned to their policy on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so patient term [PII]. Can I have a reference number for our call?
[AGENT][NEUTRAL] You bet you it's gonna be my name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect well thank you so much for helping me today. I appreciate it.
[AGENT][POSITIVE] Hey, it's my pleasure, Ms. [PII]. Thank you for giving us a call and I hope you have a fabulous afternoon.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][POSITIVE] My pleasure bye bye.