AccountId: 011433970860
ContactId: 0a009733-05c7-4ce6-a43c-7f42b5077d40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91580 ms
Total Talk Time (AGENT): 38886 ms
Total Talk Time (CUSTOMER): 43997 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/0a009733-05c7-4ce6-a43c-7f42b5077d40_20250127T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? My name is [PII]. I'm just calling to find out if a patient is active with this insurance, please.
[AGENT][NEUTRAL] OK, I can help you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perla, OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It's 247-3404.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]. [PII], can you get the door please?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] You gave me policy 2473404.
[CUSTOMER][NEUTRAL] 24734004, yes.
[AGENT][NEUTRAL] Mhm. And the patient's first name, did you say is [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you for that. And we're just providing you with the effective date and if the policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, so I'm showing an effective date of [PII], and the policy is active at this time. And did you have any other questions, Perla?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK you too bye.