AccountId: 011433970860
ContactId: 7808f4bf-202c-4ab4-a656-65f1ff1e9135
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131309 ms
Total Talk Time (AGENT): 57883 ms
Total Talk Time (CUSTOMER): 48509 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/7808f4bf-202c-4ab4-a656-65f1ff1e9135_20250115T14:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Greenboro Valley Medical Center. Uh, I was just calling to see if a patient's insurance is still, um, eligible or not.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02497688.
[AGENT][NEUTRAL] OK, thank you, [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it is [PII], um, and I don't have his birthday because it looks like it is his spouse.
[AGENT][NEUTRAL] OK, so you're calling about the spouse?
[CUSTOMER][NEUTRAL] Oh sorry this is his child.
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] So you're calling to see if the child is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the child's date of birth and name that you're calling about?
[CUSTOMER][NEUTRAL] Um, the date of birth is [PII]. Uh, name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here, so you said you're calling to see if um they're active, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, give me just a second, I can definitely take a look.
[AGENT][NEUTRAL] So it looks like the policy was effective 7124 and it looks like it turned 10-124.
[AGENT][NEUTRAL] And it doesn't look like there's any other active coverage.
[CUSTOMER][NEUTRAL] And when was it effective?
[AGENT][NEUTRAL] 7124.
[CUSTOMER][NEUTRAL] Our intern 10 124 and there's nothing else on there alright.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Alright, can I get a reference number for this call?
[AGENT][NEUTRAL] It's gonna be my name [PII] with the first initial to my last name [PII] and today's date.
[AGENT][NEUTRAL] Is there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] That is it, thank you.
[AGENT][POSITIVE] You're welcome. Well thanks for calling API and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right bye bye.