AccountId: 011433970860
ContactId: 58f92fd3-b343-4d6e-b983-25a4e1800556
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113190 ms
Total Talk Time (AGENT): 25021 ms
Total Talk Time (CUSTOMER): 54031 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/58f92fd3-b343-4d6e-b983-25a4e1800556_20250522T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling from Spartanburg Medical Center. I had a question about patients insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you. And policy number for that patient?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Um, yes, let me get that for you.
[CUSTOMER][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The number is 02393279.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. Um, [PII], date of birth, [PII].
[AGENT][POSITIVE] OK. And then how can I help you today?
[CUSTOMER][NEUTRAL] Um, I wanted to know, um, what PPO network would used to process patients claim for a data service [PII].
[AGENT][NEUTRAL] Um, we don't use a PPO network.
[CUSTOMER][NEUTRAL] Oh OK, no network, OK.
[CUSTOMER][POSITIVE] Alright, thank you for that information.
[AGENT][NEUTRAL] Um, is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um, no, I think that's all I was just gonna ask, would you happen to have a call reference number?
[AGENT][NEUTRAL] Uh, yes, it's my name, [PII], first initial to last name [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. All right, well I thank you again for your help.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.