AccountId: 011433970860
ContactId: 692735de-6e2c-4397-aff0-beac1a27eb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157740 ms
Total Talk Time (AGENT): 60148 ms
Total Talk Time (CUSTOMER): 59125 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/692735de-6e2c-4397-aff0-beac1a27eb90_20250605T22:23_UTC.wav
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[CUSTOMER][NEUTRAL] OK and it's OK, but
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling to verify a policy for your patient.
[AGENT][POSITIVE] I can help you with eligibility. Can I get a good callback number in case we get disconnected in your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] last initials P uh callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 01819488.
[AGENT][NEUTRAL] OK give me just a moment to look that up.
[CUSTOMER][NEUTRAL] No boulevard anyway, I don't know I got lower bars.
[CUSTOMER][NEUTRAL] He has
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Cautious
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Uh, date of birth, uh, [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So I called.
[AGENT][NEUTRAL] OK, I'm showing this policy had an effective date of [PII]. The policy lapsed on [PII]. Let me see if they have anything else.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And is she going to be seen um coming up?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, sorry.
[AGENT][NEUTRAL] Oh, is she going to be seen in, uh, is she going to be seen soon?
[CUSTOMER][NEUTRAL] She's she's in the ER.
[AGENT][NEUTRAL] Right now, OK, um, I have her new policy number. Um, let me know when you're ready for that.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] 02
[AGENT][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 269 8.
[CUSTOMER][NEUTRAL] So I have 02572698.
[AGENT][NEUTRAL] Yes, sir. And that has an effective date of [PII].
[AGENT][NEUTRAL] And that policy is active.
[CUSTOMER][POSITIVE] Thank you so much [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'd be all hope you have a great day.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye.