AccountId: 011433970860
ContactId: 330dab0a-553e-49b4-96f9-40336a4d3e2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177600 ms
Total Talk Time (AGENT): 35351 ms
Total Talk Time (CUSTOMER): 39100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/330dab0a-553e-49b4-96f9-40336a4d3e2e_20250523T13:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Open Medical Clinic. I just wanted to know if we're in network with this plan.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], and you're trying to find that network information for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, just to see for network.
[AGENT][POSITIVE] Yes, ma'am. Well, I can try and help you with this. And so first off, uh, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I erased it. Can I give me one quick one. I'm so sorry. I have to find it again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No I think I do. Is it OK if I put you on just on a hold? I have her on the line just to ask for it again.
[AGENT][NEUTRAL] Yes, ma'am, that's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, I found it, thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] Um, she said it is 02572324.
[AGENT][NEUTRAL] OK, [PII], thank you. One moment, please.
[AGENT][NEUTRAL] OK, and any information that I provide will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?