AccountId: 011433970860
ContactId: 1b79f955-b9b2-41b6-bc6c-896e934ec241
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473869 ms
Total Talk Time (AGENT): 72135 ms
Total Talk Time (CUSTOMER): 83696 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/1b79f955-b9b2-41b6-bc6c-896e934ec241_20250416T15:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? I'm [PII] from Bap to her registration. I'm calling to see if you could help me verify some um insurances.
[AGENT][NEUTRAL] OK, I can help you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, from [PII] to [PII].
[AGENT][NEUTRAL] OK, and is this for service in an office setting or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02140683.
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] And verify the patient's name and date of birth for me, please.
[CUSTOMER][NEUTRAL] It is [PII] and name is [PII].
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And spell the first name for me.
[AGENT][NEUTRAL] Of the patient
[CUSTOMER][NEUTRAL] Um, first name is [PII] Um no, sorry, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so I'm showing an effective date of [PII], the policy is active and what information did you need? Just the outpatient facility benefit?
[CUSTOMER][NEUTRAL] Um, just to know if it's active.
[AGENT][NEUTRAL] Oh, yes, the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I give you the other one?
[AGENT][NEUTRAL] It's a different patient?
[CUSTOMER][NEUTRAL] Yes, I have 3 more.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] It's 02 mhm yeah just let me know when you yeah.
[AGENT][NEUTRAL] Give me one moment, let me document this call, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's the next policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 02563186.
[AGENT][NEUTRAL] And go ahead and give me the other policy number.
[CUSTOMER][NEUTRAL] 1258805.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Under 256-3186, what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] 06-26 [PII].
[AGENT][NEUTRAL] OK, the effective date is [PII], and this policy is active at this time.
[AGENT][NEUTRAL] And the patient's name on the next policy, 1258805?
[CUSTOMER][NEUTRAL] She'll see a Hog with 0400604-1991.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So this policy was effective on.
[AGENT][NEGATIVE] [PII] it turned on [PII], so there's no active coverage for this family.
[CUSTOMER][POSITIVE] Active, OK perfect.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] OK, no that'll be all.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye.