AccountId: 011433970860
ContactId: 655b64db-c92f-473b-a103-040972b44962
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163539 ms
Total Talk Time (AGENT): 34139 ms
Total Talk Time (CUSTOMER): 108280 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/655b64db-c92f-473b-a103-040972b44962_20250617T21:13_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] It's gonna be done.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] calling from [PII]. I was just trying to, uh, verify a patient's insurance.
[AGENT][NEUTRAL] OK, [PII], I can help you with uh benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, my callback number, uh, give me one second.
[CUSTOMER][NEUTRAL] I don't call.
[CUSTOMER][NEUTRAL] Calling to schedule an appointment? Did you know you can do this online through chat with a live team member on [PII]? In addition to scheduling an appointment, you can also receive assistance with billing, finding a location, or physician, as well as getting answers to general questions. This is all. Uh, yes ma'am, sorry about that. Um, the callback number would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, yes, I think it is um hold on, the number is 025.
[CUSTOMER][NEUTRAL] 55114.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, I cannot pronounce her name. It's, uh, [PII].
[CUSTOMER][NEUTRAL] Um, but her date of birth is [PII].
[AGENT][NEUTRAL] OK. Uh, can you spell the last name?
[CUSTOMER][NEUTRAL] Have one
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like the policy is active and effective [PII].
[AGENT][NEUTRAL] And do you need?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Um, do you need benefits for like outpatient services or?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and can I get your name as well?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Alright and then um do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is my name and first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Uh huh got you thank you very much.
[CUSTOMER][NEUTRAL] So today date alright and you said the policy is active since [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.