AccountId: 011433970860
ContactId: 78f15449-a26b-4c1a-b27e-08dd371571ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131710 ms
Total Talk Time (AGENT): 46122 ms
Total Talk Time (CUSTOMER): 65547 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/78f15449-a26b-4c1a-b27e-08dd371571ac_20250219T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] and I'm calling from Norton Community Medical Associates in [PII], and we have a patient, uh, that has your insurance. We just need to verify that he is eligible.
[AGENT][NEUTRAL] OK, I can give you eligibility, Miss [PII]. Can I please get your callback number, ma'am just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, first name is [PII]
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And his date of birth is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] And the policy number is 025123777.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK I do show that.
[AGENT][NEUTRAL] Madaya, Madaya.
[CUSTOMER][NEUTRAL] That's where I spelled it.
[AGENT][NEUTRAL] Mr. [PII]. Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][POSITIVE] There you go perfect.
[AGENT][NEUTRAL] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] [PII] perfect and can I get just a reference number for the call?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Very good thank you so much I appreciate your help you have a great day.
[AGENT][POSITIVE] You too, Ms. [PII] and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.