AccountId: 011433970860
ContactId: 8ac9fb8d-e7e2-46a0-98c7-cbff9f8221f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139539 ms
Total Talk Time (AGENT): 59095 ms
Total Talk Time (CUSTOMER): 58988 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/8ac9fb8d-e7e2-46a0-98c7-cbff9f8221f0_20250513T21:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII] and I wanna check on a patient's, um, insurance benefits. I wanna see if patients have met their waiting period.
[AGENT][NEUTRAL] OK, sure. I can assist you with the waiting period, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, gonna be 01015100.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII] and birthday is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, wrong date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. Alright, and may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yes, village class and then all these signs.
[AGENT][NEUTRAL] OK, thank you. All right. So this particular policy has an effective date of [PII]. So the twelve-month waiting period is gonna be up in [PII].
[CUSTOMER][NEUTRAL] OK, so patients I met the waiting period.
[AGENT][POSITIVE] Yeah, it's not mad.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that will be everything for that. Thank you so much because I noticed that he had a waiting period and he had it the [PII], but I know since they've been active I wanted to make sure it's like not every certain amount of years.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, no, it's, it's every year. So, um, basically, it's gonna be [PII] when the twelve-month waiting period is gonna be up.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][POSITIVE] Mhm, you're welcome. Is there anything else I can help you with today? Any other questions or concerns [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] All right, yeah. OK, you're welcome and thank you for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.