AccountId: 011433970860
ContactId: 8d6f706f-504d-463c-89c5-58c8fbb917f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84360 ms
Total Talk Time (AGENT): 39140 ms
Total Talk Time (CUSTOMER): 41482 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/8d6f706f-504d-463c-89c5-58c8fbb917f4_20250401T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello dear, I'm calling from Atlantic Spine Center, the office of Doctor [PII], regarding your policyholder. I just need to verify some insurance benefits for, um, specialist medical.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I'd be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII].
[CUSTOMER][NEUTRAL] Members's policy ID is D as in David 49000032.
[AGENT][NEUTRAL] Well, I mean, that is not one of our policy numbers. Do you see anything it's like an eight digit certificate number, I start out with 0102.
[CUSTOMER][NEUTRAL] No, hon, that's what I have right, you know what, we'll call the patient back and this is [PII] correct?
[AGENT][NEUTRAL] Do you see anything?
[AGENT][NEUTRAL] It is, but do you have the insured social? Maybe I can look that up for you.
[CUSTOMER][NEUTRAL] I only have a date of birth, hon.
[AGENT][NEUTRAL] Oh, OK. Yeah, call them back and tell me that you need a certificate number.
[CUSTOMER][POSITIVE] OK, alright dear I will I'll let him know right now thank you so much ma'am.
[AGENT][POSITIVE] All right, [PII]. Oh, yes, ma'am. All righty. Yes, ma'am, and you have a great day and thanks for calling [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You too honey bye bye.