AccountId: 011433970860
ContactId: 9236dc25-fc43-4fdf-b0ee-c393f56cb107
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174240 ms
Total Talk Time (AGENT): 56664 ms
Total Talk Time (CUSTOMER): 61415 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/9236dc25-fc43-4fdf-b0ee-c393f56cb107_20250613T19:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with uh Doral Baptist. Uh, I had a patient here.
[CUSTOMER][NEUTRAL] Uh, and I just wanted to confirm their insurance is active.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, it would be.
[CUSTOMER][NEUTRAL] 02106.
[CUSTOMER][NEUTRAL] 96.
[CUSTOMER][NEUTRAL] 1 ML 7.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] is it on?
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] The name would be [PII].
[AGENT][NEUTRAL] And can I verify his date of birth?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Her date of birth, give me 1 2nd.
[CUSTOMER][NEUTRAL] Her date of birth uh date of birth would be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were wanting to know if the policy was active?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, the policy number that you gave me canceled in [PII]. They do have another policy number. Let me give you that policy number.
[AGENT][NEUTRAL] It is 02556490.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, 0255690.
[AGENT][NEUTRAL] And the effective date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date is [PII] and the policy is active.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, that'll be it.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.