AccountId: 011433970860
ContactId: 0ec06138-85da-4f6f-bd7a-22c6988311b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131000 ms
Total Talk Time (AGENT): 57844 ms
Total Talk Time (CUSTOMER): 43481 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/0ec06138-85da-4f6f-bd7a-22c6988311b8_20250605T12:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I am at Carolina Pines Regional Medical Center. I was just calling to verify insurance, um, on a patient.
[AGENT][NEUTRAL] OK, [PII], happy to verify benefits. What is their policy number?
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 16759
[AGENT][POSITIVE] Thank you. Let me pull that up here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] She's
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And just to reconfirm, are you looking for dental or medical coverage, [PII]?
[CUSTOMER][NEUTRAL] Medical, medical coverage.
[AGENT][NEUTRAL] But, OK.
[AGENT][NEUTRAL] So patient does have an active medical plan with us. It's a different policy number. Do you want that?
[CUSTOMER][NEUTRAL] Uh yes, um, because the number she gave me was 02616759.
[AGENT][NEUTRAL] Yeah, so that's her.
[CUSTOMER][NEUTRAL] So is that the right one?
[AGENT][NEUTRAL] Well, that's her dental plan. Let me give you her medical policy.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] It's gonna be 02.
[AGENT][NEUTRAL] 616-775
[CUSTOMER][NEUTRAL] 02616775
[AGENT][NEUTRAL] Yes, ma'am, and the effective date on that is gonna be [PII].
[CUSTOMER][NEUTRAL] Alright, and is it insured under her or her husband?
[AGENT][NEUTRAL] Uh let me see.
[AGENT][NEUTRAL] It looks like her husband is a subscriber. She's a dependent.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All right. You have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye