AccountId: 011433970860
ContactId: 5406033b-32d0-46de-842a-a96c69dc5c16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126480 ms
Total Talk Time (AGENT): 57423 ms
Total Talk Time (CUSTOMER): 50413 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/5406033b-32d0-46de-842a-a96c69dc5c16_20250324T21:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Oxter Medical Center. I'm calling to verify a patient's insurance for an upcoming appointment.
[AGENT][NEUTRAL] OK, I can help you with um eligibility for the patient, Miss [PII]. What is the um patient's uh I'm sorry, first let me get your callback number in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. [PII]. OK. Thank you so much. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 021-77717.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I do show that uh.
[AGENT][NEUTRAL] When whenexy does have an active policy, the effective date of the policy is
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy is currently active.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much. Can I get a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much Ms. [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] Alright, well you have a wonderful night and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Bye bye. Have a good one.