AccountId: 011433970860
ContactId: 982b44be-a025-48d5-85ee-9f301bb3f32a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134250 ms
Total Talk Time (AGENT): 56353 ms
Total Talk Time (CUSTOMER): 57554 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/982b44be-a025-48d5-85ee-9f301bb3f32a_20250430T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Pembroke Pink Imaging to get outpatient benefits.
[AGENT][NEUTRAL] OK, I can help you with outpatient benefits. Um, can I please get your call back number, Ms. [PII], just in case the call is dropped.
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her first name is [PII]. It's [PII] [PII], last name [PII]. Date of birth [PII], and then the policy number is 968013.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for Ethan is no longer active. It lapsed on [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm checking though to see, and she does not have any other active policies with us at this time.
[CUSTOMER][NEUTRAL] OK, how weird she gave us this card last month.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Um, but, uh, yeah, that's why it's so weird because she gave me a reason. OK, but, uh, I'll inform the patient. So you said, um, this policy is a termed [PII]?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] That's correct. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Alright, ma'am, no worries, I'll let the patient know. Thank you for checking, OK?
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with before we go, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, it was just for this one account.
[AGENT][POSITIVE] OK. Well, you have a wonderful day and thank you very much for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.