AccountId: 011433970860
ContactId: 0d376d38-c25d-46e1-b357-0823fbea56f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124699 ms
Total Talk Time (AGENT): 50219 ms
Total Talk Time (CUSTOMER): 36885 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/0d376d38-c25d-46e1-b357-0823fbea56f2_20250203T15:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from VCU Radiation Oncology. I'm calling to verify a patient's insurance.
[AGENT][NEUTRAL] OK, I can help you with um eligibility, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, that's cute like that. OK, Miss [PII], what is your
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Uh, I'm in a different location today. Let me get that.
[CUSTOMER][NEUTRAL] That number let's see [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Thank you. And then also the policy number, please.
[CUSTOMER][NEUTRAL] 02450115.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. Uh, the policy terminated on [PII].
[CUSTOMER][NEUTRAL] Oh, no longer active.
[AGENT][NEUTRAL] I'm checking though to see if she does have an active.
[AGENT][NEUTRAL] No ma'am, this, there's no policies for the company.
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][POSITIVE] You're welcome. I hope you have a great day, Ms. [PII] and and a good week.
[CUSTOMER][POSITIVE] All right thanks you too.
[AGENT][POSITIVE] Thank you for