AccountId: 011433970860
ContactId: 8032db35-8863-4009-ad5b-5a9544f712a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113839 ms
Total Talk Time (AGENT): 28519 ms
Total Talk Time (CUSTOMER): 54252 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8032db35-8863-4009-ad5b-5a9544f712a7_20250414T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello, uh, I'm calling from Dio Dane Clinic. I just need to verify if this is in network with us.
[AGENT][NEUTRAL] OK, um, do you have, uh, what is your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh sorry, my name is [PII]. The initial to my last name will be [PII] Uh, a good callback number is [PII].
[AGENT][NEUTRAL] And do you have the policy number of the patient, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is going to be.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 8688768
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm so sorry. Can you give that to me one more time? 01.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 687.
[CUSTOMER][NEUTRAL] 68.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, it looks like the policy number you gave me is terminated. Let me see if she's got an active one.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] No, it looks like this terminated 21-2025.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, OK, alright, it was 22 1 2025 right you said?
[AGENT][NEUTRAL] Uh 21 2025, yes.
[CUSTOMER][POSITIVE] Thank you so much hope you have a wonderful day. What was your name again?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Alright thank you so much [PII] I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you you as well. Thank you for calling APL.