AccountId: 011433970860
ContactId: 552b29a6-600a-4cba-b213-7f22a2a6d566
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119150 ms
Total Talk Time (AGENT): 49547 ms
Total Talk Time (CUSTOMER): 43748 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/552b29a6-600a-4cba-b213-7f22a2a6d566_20250116T21:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from an ordering provider's office to verify if one of our patients' plan is active.
[AGENT][POSITIVE] Yeah, I'd love to help you with that and you said it was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, perfect. I can help you, my friend. And can I have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1404451ML8.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] 440-1451, did I get that right before the ML?
[CUSTOMER][NEUTRAL] Um, 14044511 ML8 yes.
[AGENT][POSITIVE] OK, thank you so much. I'm sorry. I knew as soon as I started typing it that something was wrong. And while I'm pulling up that policy, do you mind if I go ahead and also just grab a quick callback number from you as well?
[CUSTOMER][NEUTRAL] Mhm that's OK.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much.
[AGENT][NEUTRAL] And I do see Mr. [PII] here. It looks like his policy with us actually lapsed [PII].
[CUSTOMER][NEUTRAL] OK, so [PII]. OK, perfect. So we'll go ahead and just mark that he is no longer active.
[AGENT][NEUTRAL] Mhm, is there anything else I can do for you, Miss [PII]?
[CUSTOMER][POSITIVE] Uh, no, I think that's it. Thank you so much.
[AGENT][POSITIVE] Hey, my pleasure. Thank you for calling APL and you have a fabulous day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] My pleasure bye bye.