AccountId: 011433970860
ContactId: 5a88b311-ff52-4cda-801a-6463df80e572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114559 ms
Total Talk Time (AGENT): 36679 ms
Total Talk Time (CUSTOMER): 35768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/5a88b311-ff52-4cda-801a-6463df80e572_20250113T19:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATL
[CUSTOMER][NEUTRAL] Hi, I'm calling from a doctor's office. Uh, one of your clients have this insurance as their secondary, and I just wanna confirm if that covers the primary co-pay.
[AGENT][NEUTRAL] OK, let's take a look. Do you have the patient's policy number?
[CUSTOMER][POSITIVE] I do whenever you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's 02570565.
[AGENT][NEUTRAL] All right, let me pull this up here one moment.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII] and the name is [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient is active. The effective date if you need it is [PII].
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] office.
[AGENT][NEUTRAL] OK, so yeah, it looks like this plan actually does cover office visit fees.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can check on?
[CUSTOMER][POSITIVE] No, that'll be all that's actually all I needed for today, thank you, oh.
[AGENT][POSITIVE] All right thank you have a good day bye bye.
[CUSTOMER][NEUTRAL] You too