AccountId: 011433970860
ContactId: 389d59b6-f1c6-4384-a6c0-59df912c6811
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158759 ms
Total Talk Time (AGENT): 75201 ms
Total Talk Time (CUSTOMER): 50314 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/389d59b6-f1c6-4384-a6c0-59df912c6811_20250505T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] calling from Lexington Urgent Care, and I was trying to verify insurance benefits online, but I, I guess we can't do that online with your company.
[AGENT][NEUTRAL] Sure, I can.
[CUSTOMER][NEUTRAL] So I need to verify insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, and we.
[CUSTOMER][NEUTRAL] And what do you need?
[AGENT][NEUTRAL] Um, I would need the um policy number for the insured.
[CUSTOMER][NEUTRAL] Policy 02518349.
[AGENT][NEUTRAL] All right. Thank you very much. And what I'm gonna do is gonna go ahead and um just verify that the information I have is correct and then I can go ahead and transfer you to our um care team which they can provide the information about the policy, all right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] All right. And who do we have, um, who are we verifying?
[CUSTOMER][NEUTRAL] For [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And the patient's birthday is [PII].
[CUSTOMER][NEUTRAL] Looks like his father is a subscriber and his name is [PII] also.
[AGENT][POSITIVE] OK, so it will be um it will be the sun. All right, thank you very much. I will go ahead and um connect you with our care team.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEGATIVE] You too. You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have, um, [PII] with Lex Lexington urgent care. I'm trying to verify for a patient, [PII] on your policy 251.
[AGENT][NEUTRAL] 8349.
[AGENT][NEUTRAL] And we are verifying on the son, which is [PII], participant 3. She verified the date of birth there, uh, as well.
[CUSTOMER][NEUTRAL] Alright, you can send her over and what was her name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You