AccountId: 011433970860
ContactId: 296bfd0d-ad23-4c0f-ba22-be0f4d790f01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118680 ms
Total Talk Time (AGENT): 47460 ms
Total Talk Time (CUSTOMER): 44669 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/296bfd0d-ad23-4c0f-ba22-be0f4d790f01_20250616T14:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling AP. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling with Austin Gastroenterology provider's office. I am calling to verify policy is active and obtain an effective date please.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Do you have their policy number?
[CUSTOMER][NEUTRAL] I have 01896419.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify his date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you just wanted to know the effective date and if the policy was active?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] And the policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and is this a Medicare supplement?
[AGENT][NEUTRAL] No, ma'am. This is a secondary policy that coordinates with their primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it perfect and [PII], would there be a call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that is it. Thanks again for your help and you have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you. Goodbye.
[AGENT][POSITIVE] Thank you. Bye bye.