AccountId: 011433970860
ContactId: 82a67cf8-f2ee-4c35-baeb-9a8ccb402489
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124650 ms
Total Talk Time (AGENT): 43279 ms
Total Talk Time (CUSTOMER): 39656 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/82a67cf8-f2ee-4c35-baeb-9a8ccb402489_20250529T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to verify if patients insurance is active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is D412-03390.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, the first name is gonna be [PII]
[CUSTOMER][NEUTRAL] And then last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Give me one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is for medical?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can give you her policy number with us when you're ready.
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] OK, it's 249-238-8.
[AGENT][NEUTRAL] And I'm showing her policy became effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] You're welcome thank you bye.
[AGENT][NEUTRAL] Bye.