AccountId: 011433970860
ContactId: 1129437b-a3dd-4f2b-89dd-8ec7b965424e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122239 ms
Total Talk Time (AGENT): 55032 ms
Total Talk Time (CUSTOMER): 63332 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/1129437b-a3dd-4f2b-89dd-8ec7b965424e_20250204T23:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. I'm calling from Nicholas Children's West Kendall Urgent Care. I'm just calling to verify a patient's insurance that it's active and eligible for the visit.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course I can check that eligibility for you um what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, and I can I get a good call back number from you in case we're disconnecting?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Um, I have 0144879797, M as in Mary, L as in Libra 4.
[AGENT][NEUTRAL] All right, thank you. And uh what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] The name is [PII], so it's spelled [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. Uh, so the policy number you gave me actually terminated, um, [PII]. If you'll give me one moment, I'll see if they have one that's active might just be a different policy number. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so they do not, this was the only policy they had with us.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK. OK. So it's just that one then. All right. Perfect. Thank you for letting me know. I appreciate your help. Can I get a reference number?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Of course. Was there anything else I could help you with? Yes, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling AP. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.