AccountId: 011433970860
ContactId: a96100c6-8662-41a1-9e1c-c7224957325f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100800 ms
Total Talk Time (AGENT): 35380 ms
Total Talk Time (CUSTOMER): 44100 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/a96100c6-8662-41a1-9e1c-c7224957325f_20250108T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I am calling from the billing department at Coastal Pediatric Associates. I was trying to verify eligibility for one of our patients.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Um, 2 or 02.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 09909
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], do you need me to spell either of those names?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, and his date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for that information, [PII] and you're just checking um the uh effective date and the policy is active?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I have those dates for you. The effective date is [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] And I do show the policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then do you happen to know when the if there's an expiration date on the policy, like [PII] or anything like that?
[AGENT][NEUTRAL] It's currently active.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Alrighty, any other questions I could help with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that was all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.