AccountId: 011433970860
ContactId: 7d917a70-de3a-4359-bcc1-2c7e36fd6124
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196559 ms
Total Talk Time (AGENT): 97120 ms
Total Talk Time (CUSTOMER): 76483 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/7d917a70-de3a-4359-bcc1-2c7e36fd6124_20250324T19:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], my name is [PII] calling from Ana Medical Center. I don't know if I'm called, I picked the right prompt, but I'm so confused. I have a patient um that has you guys, he just gave me the information for his insurance, and from the sound of it, it is a life insurance. This patient is coming in for a PET scan, so I'm just trying to find out who do I speak with to see um if he has a medical coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, um, Ms. [PII], I can actually help you with uh the benefits for the patient. Can you give me your, you're welcome.
[CUSTOMER][NEUTRAL] Thank you and I also need to see if authorization is required. Go ahead.
[AGENT][POSITIVE] OK, and I can help you with that also um can you please give me your callback number just in case the the phone call is disconnected I'll be able to call you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then uh what you said you're calling from Ashner, is that correct?
[CUSTOMER][NEUTRAL] Yes, Ashton Medical Center.
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth, and policy?
[CUSTOMER][NEUTRAL] Patient name is [PII] and his is spelled [PII], first name.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[CUSTOMER][NEUTRAL] And I have the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, I can hear you now. Can you repeat the date of birth for me please? That's OK.
[CUSTOMER][NEGATIVE] Oh, I'm sorry. Oh, I got scared.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you. And his policy number.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 02501204.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] And my phone is kind of acting a little crazy right now so if we get disconnected, just know that I will call you back.
[CUSTOMER][POSITIVE] I appreciate it. Thank you so much, Ms. [PII].
[AGENT][POSITIVE] There's no problem. You're welcome. OK, so this policy.
[AGENT][NEUTRAL] That you gave me as a dental insurance. So let's look and see if we have, he has any medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, he does.
[AGENT][NEUTRAL] So what I'm going to need to do is the type of medical plan that he has we'll have to transfer you on over to web TPA let me give you that phone number just in case the call gets disconnected while I'm transferring you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[AGENT][POSITIVE] OK, and it's gonna be a brief hold while I transfer you on over, Miss [PII]. You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You do the same thing, Ms. [PII]. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.