AccountId: 011433970860
ContactId: 91130aba-bb0b-45c9-b7c5-d81ced556843
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162679 ms
Total Talk Time (AGENT): 71851 ms
Total Talk Time (CUSTOMER): 80787 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/91130aba-bb0b-45c9-b7c5-d81ced556843_20250116T17:23_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Nicholas Student's Hospital. How are you doing, Sol?
[AGENT][POSITIVE] I'm good. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] Yes, I'm doing well. Thanks for asking. Could you please help me to check the patient's benefits?
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Benefits. OK, sure. I can assist you with benefits. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number is [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, my I have the member ID number, sir. It's 01691487.
[AGENT][NEUTRAL] OK, and what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, sure. The patient's name is, uh, it's [PII]. First name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII] and the date of birth is on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Um, let me see if I can find a new policy, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm. Yes, sure.
[AGENT][NEUTRAL] OK, Mr. [PII], I don't have an active policy for this member. Um, this particular policy was effective from [PII] and it terminated [PII]. There's no other policies.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. [PII], the effective date is uh [PII] and the term date is on uh
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Uh, correct, yes.
[CUSTOMER][NEUTRAL] Mhm. Could you please help me with the, uh, is there any other?
[CUSTOMER][NEUTRAL] Active insurance patient has.
[AGENT][NEUTRAL] I, I did not see any other ones for us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Facing this town. OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything?
[CUSTOMER][NEUTRAL] I missed to get your name. Could you please spell your name?
[AGENT][NEUTRAL] Sure. That's [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you, sir. Is, can I have a call reference number for this call, Sol?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Thank you. Thank you, sir. Thanks for putting all the information. Have a good day. Bye-bye. Take care.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You too. Thank you for calling APL, Mr. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] To