AccountId: 011433970860
ContactId: 4008cf1a-ebbf-435d-a7db-fa531b808596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149470 ms
Total Talk Time (AGENT): 44440 ms
Total Talk Time (CUSTOMER): 82623 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/4008cf1a-ebbf-435d-a7db-fa531b808596_20250218T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Medical University of South Carolina and I'm just trying to verify a patient's policy, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with um the benefits and eligibility of a patient. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is um.
[CUSTOMER][NEUTRAL] I think her legal name is [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] The policy number is 02439237.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] It's also [PII]. She must like I, I don't know why they need, but anyhow she's got a couple of different names.
[AGENT][NEUTRAL] Yes ma'am. OK, I do see that uh [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] color
[CUSTOMER][NEUTRAL] [PII]? OK, and this is an active um policy correct?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and uh any network on this plan?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, OK, and can you just verify is the claims mailing address still the [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said your name was [PII], is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII], your last name begins with what letter?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] All right very good I'm glad she's active. All right, thank you for your help. I appreciate your time.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a good day. Thanks for calling APL.
[CUSTOMER][POSITIVE] All right take care.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.