AccountId: 011433970860
ContactId: 5d0bfc27-398e-4b43-96f6-12512515df83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129449 ms
Total Talk Time (AGENT): 35027 ms
Total Talk Time (CUSTOMER): 61729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/5d0bfc27-398e-4b43-96f6-12512515df83_20250107T21:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, yes ma'am, um, my name is [PII]. I'm calling from Dayton Pediatric Clinic. I was calling to see if I could get some benefit and eligibility on a patient.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um first, could I get a good callback number?
[CUSTOMER][NEUTRAL] A good callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Now, can I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, give me one second, let me get it pulled back up again. Policy number is um 02570239.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And is this for an office visit?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And please verify the name and date of birth one more time.
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK. I apologize. I'm not showing her on the policy.
[CUSTOMER][NEUTRAL] OK, that's what I was, uh, that's what I was, um, I did, I was not seeing us because I saw the card that I had and it said individual, so I just wanted to double check just to make sure that it was that she was not on policy.
[AGENT][POSITIVE] Right, you're correct.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that's it.
[AGENT][POSITIVE] OK, well, I thank you again, [PII], for calling APL. You have a great rest of your day.
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] Bye.