AccountId: 011433970860
ContactId: 4c3e2c3e-4482-4c1c-a099-f9d323e1e031
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133570 ms
Total Talk Time (AGENT): 44953 ms
Total Talk Time (CUSTOMER): 60881 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/4c3e2c3e-4482-4c1c-a099-f9d323e1e031_20250214T16:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] as well. How are you doing today?
[AGENT][POSITIVE] Good. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] And they still the same though.
[AGENT][NEUTRAL] I know it. And how can I help you, [PII]?
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] I was calling because I um one of your members came into our Baptist urgent care facilities on [PII]. Hold on, let me look here. [PII] of this year. I want to verify the patient is active with your insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify that for you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 994464
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] 994464
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. So I'm gonna give you her, uh, current policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 191.
[AGENT][NEUTRAL] 286 5.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy is active at this time.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. OK, Blue Cross shield. No, that's it. Thank you for verifying the information. I hope you have a great day, OK.
[AGENT][NEUTRAL] All right. Any other questions?
[AGENT][POSITIVE] You too, [PII]. Happy [PII] and thanks for calling APL. Have a good weekend. All [PII].
[CUSTOMER][POSITIVE] You too alright you too bye.
[AGENT][NEUTRAL] Bye bye.