AccountId: 011433970860
ContactId: 6d39e2cc-8c16-490c-bb93-26a2e179dd27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185910 ms
Total Talk Time (AGENT): 60658 ms
Total Talk Time (CUSTOMER): 57376 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/6d39e2cc-8c16-490c-bb93-26a2e179dd27_20250418T14:07_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry. Yes, hi, I'm calling because I need to verify the patient is active.
[AGENT][NEUTRAL] Yeah, I can see if that policy is active. um, what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, give me just one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEGATIVE] Oh wait, I'm sorry, I'm under the wrong patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Oh boy, no, I can't even find the patient. Let's see.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, I found it.
[CUSTOMER][NEUTRAL] Alright, that is 02339016.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the number please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alrighty, I will go ahead and send that now. I should get it here within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, just to verify, what's the pay ID for the electronic billing?
[AGENT][NEUTRAL] Of course that is uh 60801.
[CUSTOMER][POSITIVE] OK, great. Alright, that's all I needed thank you very much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You do the same. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Right.