AccountId: 011433970860
ContactId: 98ff04d3-9065-4ca0-9142-a8b821ee1838
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94129 ms
Total Talk Time (AGENT): 54277 ms
Total Talk Time (CUSTOMER): 30047 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/98ff04d3-9065-4ca0-9142-a8b821ee1838_20250321T19:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Northeastern Health System. I'm just wanting to um see if the patient's insurance was active on date of service.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you go and give me your policy number.
[CUSTOMER][NEUTRAL] I have 1359352.
[AGENT][POSITIVE] Alrighty [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][POSITIVE] Alrighty [PII], thank you so much for that information. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that [PII] looks like crew is a dependent child on this medical supplemental plan to show the original effective date, the [PII]. I do show it terminated [PII]. So let me go and make sure they didn't go to a different number just to make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. No, ma'am, they do no longer have an active plan here at all.
[CUSTOMER][POSITIVE] OK, alright, that is all I needed to know. Thank you so much.
[AGENT][POSITIVE] OK. Well, you're so welcome, [PII]. That's all I can help you with. Thanks for calling APL and you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.