AccountId: 011433970860
ContactId: 72c5dbae-4d36-4d28-a903-f038cca23791
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123190 ms
Total Talk Time (AGENT): 43589 ms
Total Talk Time (CUSTOMER): 49952 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/72c5dbae-4d36-4d28-a903-f038cca23791_20250527T17:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. It's [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to uh check whether or not the patient still has this insurance.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And, what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 60801.
[AGENT][NEUTRAL] No, ma'am. That sounds like a payer ID number. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, patient's name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, what.
[CUSTOMER][NEUTRAL] Let me go look this up here hold on.
[AGENT][NEUTRAL] OK. Uh, when you're ready, I can give you his policy number.
[CUSTOMER][POSITIVE] Yeah, that would be great, sorry.
[AGENT][NEUTRAL] No, you're fine. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Effective date, or I'm sorry, policy number is 1994078.
[CUSTOMER][NEUTRAL] 4078 OK 1994078.
[AGENT][NEUTRAL] Uh, effective date of [PII]. Mhm.
[CUSTOMER][NEUTRAL] [PII] effective OK.
[CUSTOMER][NEUTRAL] Is there a reference number I have that I need for this or no?
[AGENT][NEUTRAL] Not really. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, we'll do that then your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK, and today's date is the [PII].
[CUSTOMER][POSITIVE] Awesome. Alright, thank you so much, [PII]. I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome, and thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] OK bye bye.