AccountId: 011433970860
ContactId: 699146c1-b81a-4e8d-b0db-6d900fc7479f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205199 ms
Total Talk Time (AGENT): 55598 ms
Total Talk Time (CUSTOMER): 74784 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/699146c1-b81a-4e8d-b0db-6d900fc7479f_20250103T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh what's your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from uh this hospital. I need to see if this, uh, patient has an active insurance.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's um.
[CUSTOMER][NEUTRAL] 01611720 M as in Mary.
[CUSTOMER][NEUTRAL] L as in Larry, 8.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK. You have almost lost your voice sounds like.
[CUSTOMER][NEUTRAL] I know I know sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm pulling up your information.
[CUSTOMER][NEUTRAL] I have the date of birth if you need it.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And your date of birth you need it.
[AGENT][NEUTRAL] No, I'm not there yet. Let me get her policy pulled up. That's what I'm trying to do.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] You call me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Is [PII] with it real?
[AGENT][NEUTRAL] And date of birth.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, and you're just wanting to verify eligibility?
[CUSTOMER][NEUTRAL] I just need to know if the patient has an active insurance.
[AGENT][NEUTRAL] OK, so the effective date is [PII], and I do show that her policy is active at this time. And did you have any other questions?
[CUSTOMER][NEUTRAL] No [PII], do you have a reference number for the call?
[AGENT][NEUTRAL] It's my name in today's date, [PII]
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][NEUTRAL] OK, so it's [PII]?
[AGENT][NEUTRAL] R [PII], the first initial to my last name.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] That's it thank you I appreciate your help. OK, thank you bye.
[AGENT][POSITIVE] All [PII]. Thank you for calling.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL.