AccountId: 011433970860
ContactId: 2c7ca981-b953-498b-a0aa-2140ae8a458f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108730 ms
Total Talk Time (AGENT): 33431 ms
Total Talk Time (CUSTOMER): 35438 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/2c7ca981-b953-498b-a0aa-2140ae8a458f_20250415T16:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from Batesville Vision Clinic. I'm trying to see if this patient still has this um insurance please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Um, [PII] with Batesville Vision Clinic.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It's um 00992039.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, just to see if, yes ma'am, if she's eligible and um yes ma'am, I have a, a couple of things that her primary didn't pay. I was gonna try to see if this insurance would pick it up.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, I can help you with those benefits. This policy canceled for [PII]. I did not see another policy.
[CUSTOMER][POSITIVE] OK, all right, that's all I needed thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.