AccountId: 011433970860
ContactId: 71fc21af-eae6-4ab8-85aa-bc9be09e9f04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125000 ms
Total Talk Time (AGENT): 60980 ms
Total Talk Time (CUSTOMER): 34466 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/71fc21af-eae6-4ab8-85aa-bc9be09e9f04_20250116T14:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. I am calling to verify a patient's insurance.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01678881 ML 9.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. Um, let me check and see if I have a new policy. This one looks terminated, looks like it's terminated. Bear with me just a second.
[AGENT][NEUTRAL] OK. I did find another one, but it's also terminated. Looks like the last policy she had with us was effective from [PII] and it terminated [PII].
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Mm, OK. Is there anything with?
[CUSTOMER][POSITIVE] OK, and I'm so sorry, can I have your
[CUSTOMER][NEUTRAL] Just the initial of your last name if possible.
[AGENT][NEUTRAL] [PII], sure, no problem. [PII], mhm.
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][POSITIVE] We don't have reference numbers. You can use my name in today's date if you would like, Miss [PII]. Is there anything else I can help you with today? You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That so.