AccountId: 011433970860
ContactId: 44769fad-f177-4958-b144-8adadfc0db2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137899 ms
Total Talk Time (AGENT): 67500 ms
Total Talk Time (CUSTOMER): 54442 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/44769fad-f177-4958-b144-8adadfc0db2e_20250331T21:45_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hello [PII], this is [PII] from Scheduling at Torrance Memorial Medical Hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And just calling to verify a um an insurance.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, it's going to be 018229.
[CUSTOMER][NEUTRAL] 74 M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can help you with the eligibility for [PII]. Now the policy number you gave me termed on [PII]. She has current coverage under another policy number. Can I give you her active policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] As of [PII], her active policy number is 256.
[AGENT][NEUTRAL] 432 9.
[CUSTOMER][NEUTRAL] OK 256-432-9.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] And this
[CUSTOMER][POSITIVE] Mhm perfect.
[AGENT][NEUTRAL] Oh. And were you needing any benefits?
[CUSTOMER][NEUTRAL] Um, no, just wanted to see if it was active and if so, um, that's it, um, and your name was [PII], right?
[AGENT][NEUTRAL] It's [PII] You're fine. First initial, last name, [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[CUSTOMER][POSITIVE] Oh my goodness
[AGENT][POSITIVE] Anything else I can help you with, [PII]? Oh, thank you for calling APL. Hope you have a wonderful evening.
[CUSTOMER][POSITIVE] Thank you so much for your help [PII].
[CUSTOMER][NEUTRAL] No, that will be all.
[CUSTOMER][POSITIVE] Thank you same to you thank you.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.