AccountId: 011433970860
ContactId: 445c5d84-1c9c-46d7-b108-24d1a1a3482f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163160 ms
Total Talk Time (AGENT): 73472 ms
Total Talk Time (CUSTOMER): 87740 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/445c5d84-1c9c-46d7-b108-24d1a1a3482f_20250210T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name's [PII]. I'm calling from Holy Cross Urology trying to see if this patient account is active.
[AGENT][NEUTRAL] All right, I can help you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I'm looking at the card now. I don't see where it say policy. It gives me in hospital benefits certification number and outpatient benefits cer um certification number with the group number coverage employee and spouse.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] Is the inpatient numbers the same as the outpatient? We just don't need like that ML 7 or 8 that's at the end of it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No problem, um, the I.
[AGENT][NEUTRAL] If you can give me that out.
[CUSTOMER][NEUTRAL] No problem, 02286174 and I'm sorry, can I have your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Yes, ma'am. Give me just a moment. Let me see if I can get this to pull up for us.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the name of the patient?
[CUSTOMER][NEUTRAL] OK. The patient name that will be seen is [PII], middle initial [PII], last name [PII], and her date of birth is [PII]. She'll be new to our.
[AGENT][POSITIVE] Wonderful that does match right, and last thing, can we check to see if we have the same address?
[CUSTOMER][NEUTRAL] The address that we have here for her is giving me [PII].
[AGENT][NEUTRAL] If you have that information.
[AGENT][POSITIVE] Wonderful. Everything is matching. Thank you. And yes, the patient is active in our system.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Great, um.
[CUSTOMER][NEUTRAL] May I just have the reference number for this call?
[AGENT][NEUTRAL] OK, um, it, it'll be my first initial.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or [PII], let's just do [PII].
[AGENT][NEUTRAL] L I S A the letter E.
[AGENT][NEUTRAL] 0210.
[AGENT][NEUTRAL] 2025.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that we can assist you with today?
[CUSTOMER][POSITIVE] No, that would be all, Ms. [PII], thank you.
[AGENT][POSITIVE] Thank you so much. Thank you for calling APL. I hope you have a wonderful day, ma'am. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Thank you so much bye bye.