AccountId: 011433970860
ContactId: 385ad06b-9be7-44a5-9917-67bf03873402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110629 ms
Total Talk Time (AGENT): 49672 ms
Total Talk Time (CUSTOMER): 42158 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/385ad06b-9be7-44a5-9917-67bf03873402_20250519T17:25_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Adina Regional Medical Center in [PII]. Um, I'm calling because we have a patient who's scheduled for a home sleep study, and I didn't know if that was a covered benefit with the generic plan, um, and also whether it requires prior authorization.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Um, uh, you said [PII] is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], I'm sorry. And [PII], if I could get a callback number for you.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Oh sure. Um it is um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 025532777
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much for verifying the account. Uh, I actually show her policy with us is no longer active.
[CUSTOMER][NEUTRAL] OK, do you have a term date on that?
[AGENT][NEUTRAL] Yes, ma'am, I show that this policy canceled on [PII] and I'm not showing any other policies.
[CUSTOMER][POSITIVE] OK, awesome. Is there a reference number for our call?
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, great, thanks [PII] have a wonderful day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.