AccountId: 011433970860
ContactId: 26f820e7-9838-4eff-94de-72f5a63677f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168679 ms
Total Talk Time (AGENT): 74289 ms
Total Talk Time (CUSTOMER): 55786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/26f820e7-9838-4eff-94de-72f5a63677f6_20250127T15:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from an outpatient center because one of our patients was seen on the date of service [PII], and I just need to know if they were active for that day.
[AGENT][NEUTRAL] [PII] of this year.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII], last name initial [PII]
[AGENT][NEUTRAL] And it's pronounced, is it you say [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, and what is the uh callback number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] OK, the callback number is a direct line. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number is 02465668.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, [PII] for that.
[AGENT][NEUTRAL] And we're just looking to verify if the policy was active for the date of service.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So her correct policy number is 184.
[AGENT][NEUTRAL] One moment, 1841072.
[AGENT][NEUTRAL] And I'm showing that.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm sorry, uh, [PII], give me the date of birth of the patient again. Did you say [PII]?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] No, it is [PII].
[AGENT][NEUTRAL] So [PII] dependent. OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, so the policy effective date is [PII]. I show this policy is active at this time and that policy number again is 184.
[AGENT][NEUTRAL] 1072.
[CUSTOMER][POSITIVE] OK, perfect. Could you repeat the effective date for me?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Current currently active? Anything else?
[CUSTOMER][POSITIVE] Awesome, um, yes, is there a reference number for this call?
[AGENT][NEUTRAL] Mhm. My name and today's date, [PII]
[AGENT][NEUTRAL] First initial and last name is [PII]. Any other questions?
[CUSTOMER][POSITIVE] No, thank you. Have a great day. Thank you for your help.
[AGENT][POSITIVE] All right. You too. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you