AccountId: 011433970860
ContactId: e834f9be-746a-44f2-a6c9-3a21bf97e2d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160789 ms
Total Talk Time (AGENT): 65631 ms
Total Talk Time (CUSTOMER): 54483 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e834f9be-746a-44f2-a6c9-3a21bf97e2d3_20250611T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from a provider's office just trying to verify someone's health coverage.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 588
[CUSTOMER][NEUTRAL] 019.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then give me one second, let me find it. It will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm trying to affect the date of [PII], I'm sorry, [PII]. She is active on the policy and what benefits are needed for this patient?
[CUSTOMER][NEUTRAL] Healthcare.
[AGENT][NEUTRAL] What kind of, what healthcare benefits are you needing for the patient? Like what is she coming in for?
[CUSTOMER][NEUTRAL] This is just like an annual exam.
[AGENT][NEUTRAL] Uh, wellness, well, not a guarantee of payment, just a verification of coverage. She does have a wellness screening benefit. They pay up to 20 $75 per test or visit up to $250 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then can you give me the effective date one more time?
[AGENT][NEUTRAL] Uh, yes, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm, see, I don't think I need anything else.
[CUSTOMER][NEUTRAL] No, I think that was the only thing that I needed today.
[AGENT][POSITIVE] OK, uh, thanks for calling APL. Have a great day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][NEUTRAL] Bye.