AccountId: 011433970860
ContactId: 28e1a186-bd4c-4ee8-a3e3-d5c56ef2cbee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125639 ms
Total Talk Time (AGENT): 42913 ms
Total Talk Time (CUSTOMER): 55965 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/28e1a186-bd4c-4ee8-a3e3-d5c56ef2cbee_20250513T13:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Alo Health Hampton. I have a patient here that has an insurance card, and we are calling to verify the insurance.
[AGENT][NEUTRAL] OK, I can verify, um.
[AGENT][NEUTRAL] Policy information for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The policy number is 025.
[CUSTOMER][NEUTRAL] 76574.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh last name is [PII]
[CUSTOMER][NEUTRAL] And the first name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. I'm showing he had an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy term, [PII].
[CUSTOMER][NEUTRAL] So is is it expired?
[AGENT][NEUTRAL] Yes, ma'am. The policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright, I guess that's all I needed thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.