AccountId: 011433970860
ContactId: 1527cf73-646e-45ea-88bc-9b52706beaeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108879 ms
Total Talk Time (AGENT): 41090 ms
Total Talk Time (CUSTOMER): 54442 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/1527cf73-646e-45ea-88bc-9b52706beaeb_20250307T19:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Palms West Ambulatory Surgical Center. I'm calling to verify patients benefits and eligibility.
[AGENT][NEUTRAL] OK. I can verify.
[CUSTOMER][NEUTRAL] What eligibility rather. Mhm.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and I'm so sorry, your name is again?
[CUSTOMER][NEUTRAL] It's [PII], it's spelled [PII] The last initial is [PII], and what is your name?
[AGENT][NEUTRAL] [PII], last initial [PII]
[AGENT][NEUTRAL] And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, the patient gave me 02263066 M like Mary, L, the number 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, her name is uh [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK. Well, I sure she had a policy with us, but it terminated [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Oh, but she don't have a, OK.
[CUSTOMER][POSITIVE] [PII]. I'm glad I called. So, um.
[AGENT][NEUTRAL] Yes, ma'am. I don't sure if she has any other coverage.
[CUSTOMER][NEUTRAL] OK, and what is the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Today's OK. All right, thank you. Bye bye.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.