AccountId: 011433970860
ContactId: 0855116a-ebc8-44b9-aa29-4a79a2d1e307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85800 ms
Total Talk Time (AGENT): 34569 ms
Total Talk Time (CUSTOMER): 38154 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/0855116a-ebc8-44b9-aa29-4a79a2d1e307_20250411T12:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Georgia Sports Medicine. I'm just trying to verify that uh patient's insurance is active.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEGATIVE] [PII] uh that's not right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][POSITIVE] Gracious.
[CUSTOMER][NEUTRAL] I do it's 02435570.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] It's Mr. [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you wanted to know if this policy was active?
[CUSTOMER][NEUTRAL] This is on the towel, right?
[CUSTOMER][NEUTRAL] Um, yeah, I'm trying to make sure it's active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK, is there a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][POSITIVE] Must 4 11:25. Alright, thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] I'll be at the time
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] You too honey.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.