AccountId: 011433970860
ContactId: 5adb9ebd-e774-4a6c-aa95-9d05acb792e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 37771 ms
Total Talk Time (CUSTOMER): 67630 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/5adb9ebd-e774-4a6c-aa95-9d05acb792e7_20250530T21:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from ICenter South. I'm calling on behalf of a patient of ours to try and check and see what the benefits are for this supplemental policy that she has.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 162-971-741.
[AGENT][NEUTRAL] That's too many numbers. Do you have a copy of the card in front of you?
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] I do not. That's the issue, so.
[AGENT][NEUTRAL] Uh, what's the insured or the patient's name?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh [PII] Last name is [PII]
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and her date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] I do not show the patient in our system.
[CUSTOMER][NEUTRAL] Mm, OK, and.
[AGENT][NEUTRAL] And she's, uh, saying that she doesn't have a card.
[CUSTOMER][NEUTRAL] No, um, I had the benefit of, she was in our office and gave this as the insurance information it's possible that she got the name of the supplement wrong because we don't have a card on file um so I'm gonna call her back and ask her to see if she has the card with her at all and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll get back with you if I need to thank you for checking though.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Of course good day bye bye.