AccountId: 011433970860
ContactId: 2cb23e9e-7026-4ba4-b54d-08a9a2c274a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143330 ms
Total Talk Time (AGENT): 43491 ms
Total Talk Time (CUSTOMER): 54906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/2cb23e9e-7026-4ba4-b54d-08a9a2c274a8_20250227T16:37_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Nicholas Churges Miami Lakes. I had one of your patients come in today for urgent care service. I just wanted to see if they're ver uh if their insurance is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Miss [PII]. What is your call back number just in case the call is dropped?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name [PII]. Date of birth would be [PII].
[CUSTOMER][NEUTRAL] And their policy number is 0214166.
[CUSTOMER][NEUTRAL] 2008.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Are you part of the
[CUSTOMER][NEUTRAL] Can I please borrow the insurance.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Are you here for the urgent care?
[CUSTOMER][NEUTRAL] of the
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] And you
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is [PII].
[AGENT][NEUTRAL] And let me give you the active policy number.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] You're welcome. 249-768-6.
[CUSTOMER][POSITIVE] 249-768-6 OK perfect thank you.
[AGENT][POSITIVE] Yes, that's correct. You're very welcome [PII] have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][POSITIVE] Thank you. You take care. Bye-bye.
[CUSTOMER][POSITIVE] You as well bye thank you.