AccountId: 011433970860
ContactId: 9ed7f9d7-1aca-4a05-bc86-95f041d2b7b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116860 ms
Total Talk Time (AGENT): 50400 ms
Total Talk Time (CUSTOMER): 68374 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/9ed7f9d7-1aca-4a05-bc86-95f041d2b7b3_20250314T15:28_UTC.wav
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[CUSTOMER][NEUTRAL] Checking in, OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Uh yes my name is [PII]. I'm calling from the TJ Health Pavilion in [PII]. I was just calling to um.
[CUSTOMER][NEUTRAL] Make sure this insurance that I have for this patient is active.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility, [PII]. What's her policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The policy number is 02603292.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up.
[CUSTOMER][NEUTRAL] What if I said no, what happens?
[CUSTOMER][NEUTRAL] You just have to figure it out.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] All right, thank you so much. And are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Medical. OK. So the patient does have an active medical plan with us. It's a different number. Would you like to write that down?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes I would.
[AGENT][NEUTRAL] OK. So the policy number for the medical is gonna be 02.
[CUSTOMER][NEUTRAL] It affects
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 32.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 91.
[CUSTOMER][NEUTRAL] OK, and um is it through the American Public Life?
[AGENT][NEUTRAL] Mhm. And their effective date on here is [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, alright, I think that's all I need.
[AGENT][POSITIVE] OK, sounds good, [PII]. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] All