AccountId: 011433970860
ContactId: fee13896-0bd7-4b13-88ec-aa1b0fe8bab7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141380 ms
Total Talk Time (AGENT): 54177 ms
Total Talk Time (CUSTOMER): 38348 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/fee13896-0bd7-4b13-88ec-aa1b0fe8bab7_20250423T20:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from SSM Select Saint Louis Rehab. Um, I just need to verify, uh, when a patient's policy terms.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify when a policy terminated, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Sure, that is um 02543929.
[AGENT][POSITIVE] OK thank you give me a moment [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Place to get the member's information pulled up.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] OK, and any information that I provide the verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII], and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show she had been the subscriber on the supplemental policy and the term date on it is [PII].
[AGENT][NEUTRAL] of [PII].
[CUSTOMER][POSITIVE] Perfect. OK, that's perfect. That's all I needed. Um, do you provide reference numbers?
[AGENT][POSITIVE] OK. Yes, ma'am, you'll actually use my name along with today's date.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much I really appreciate your help.
[AGENT][POSITIVE] OK. Well, you're certainly that's all I can help you with and thank you again, [PII] for calling APO and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.