AccountId: 011433970860
ContactId: 820f9ba3-a03a-48ca-a12f-6107fd4993ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97769 ms
Total Talk Time (AGENT): 32953 ms
Total Talk Time (CUSTOMER): 42591 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/820f9ba3-a03a-48ca-a12f-6107fd4993ea_20250225T13:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Onina Medical. We are a facility in [PII]. I need to verify coverage for a patient, please.
[AGENT][NEUTRAL] OK, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Policy number I have on file is 1, wait, that's a member ID yes. 1137925.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Calling from Mr. uh [PII] or [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I'm showing the policy effective date.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And I don't show this policy is active. It looks like it lapsed [PII], and I don't show any active coverage for this, for this uh patient at this time.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, let me call the patient.
[CUSTOMER][POSITIVE] Thank you so much [PII]. I appreciate your help and your time.
[AGENT][POSITIVE] Well, you're welcome, [PII]. Any other questions I can help out with today?
[CUSTOMER][POSITIVE] No ma'am, you've been very helpful thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.