AccountId: 011433970860
ContactId: 4e896a8d-d088-4f1d-8419-8eadc7e2e1d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87040 ms
Total Talk Time (AGENT): 30519 ms
Total Talk Time (CUSTOMER): 39757 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/4e896a8d-d088-4f1d-8419-8eadc7e2e1d3_20250407T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a doctor's office in [PII]. I have a, um, patient in here that has you all, um, insurance, and when we put it in on our system, it pulls, but it doesn't tell us if it's verified or not. So I was just wondering if we could verify that this patient has active coverage.
[AGENT][NEUTRAL] Of course. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It is 02584454.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and the person, the person, the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like this policy is active. The effective date was [PII] of this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much that's all I needed.
[AGENT][POSITIVE] All right. All right. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm.