AccountId: 011433970860
ContactId: 9dc48da7-6020-4f87-beec-7df7a646ffe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177320 ms
Total Talk Time (AGENT): 61419 ms
Total Talk Time (CUSTOMER): 49814 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9dc48da7-6020-4f87-beec-7df7a646ffe4_20250617T13:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, good morning, [PII]. My name is [PII]. I'm calling from Brow Health Medical Center. I'm calling to confirm if the patient is active, please.
[AGENT][NEUTRAL] OK, [PII], do you have a policy, I mean, a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, so it's 01427550 ML 7.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, just, yeah, just to see if the patient is active.
[AGENT][NEUTRAL] OK, I can help you with that. This policy that you gave me canceled 12 1 23. Let me look and see if she has an active policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, she does have another policy. It is 02.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 444.
[AGENT][NEUTRAL] 177.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And the effective date is [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, so the what the new policy number is 024441777?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, may I please have the initials of your last name please?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Do you guys issue um reference numbers?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Call reference numbers?
[CUSTOMER][POSITIVE] Perfect, no that's it thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.