AccountId: 011433970860
ContactId: aa6e0357-78c1-49a1-b7f7-6b6caf78e7d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112879 ms
Total Talk Time (AGENT): 35396 ms
Total Talk Time (CUSTOMER): 38580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/aa6e0357-78c1-49a1-b7f7-6b6caf78e7d8_20250619T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, um, I'm from UAB, um, Midwest Hospital, and I was trying to get insurance verification.
[AGENT][NEUTRAL] OK, I can help you with insurance verification. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII], um, is a name in, um, [PII]. What this is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number I have is 02606647.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, give me just a moment.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, name is [PII]. Birthday is [PII].
[AGENT][NEUTRAL] And then was this for medical benefits?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Looks like this is a dental policy.
[CUSTOMER][NEUTRAL] What you have for dental
[AGENT][NEGATIVE] Yeah, um, it doesn't have any medical coverage on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so no, no medical at all?
[AGENT][NEUTRAL] Correct, yeah, I checked for other policy. We do have some um supplemental medical policies, but this is the only coverage I show in the system for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Hope you have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thanks. Bye bye.