AccountId: 011433970860
ContactId: ac9dd68d-a159-428f-a011-e4841cff3329
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176119 ms
Total Talk Time (AGENT): 52452 ms
Total Talk Time (CUSTOMER): 70658 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/ac9dd68d-a159-428f-a011-e4841cff3329_20250530T20:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Niclos Urgent Care. I need to know the benefits and liability for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You say name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 01843884 ML 8.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] position.
[CUSTOMER][NEUTRAL] I'm not the person that stands on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, is [PII]?
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Your mom
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You said for [PII]?
[CUSTOMER][NEUTRAL] Yes, for [PII] I don't think we have.
[AGENT][NEUTRAL] OK. I sure his effective date is [PII]. He is active on the policy. And what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] I just needed to know um if that was verified uh it it was active sorry.
[AGENT][NEUTRAL] Yes, policy is active as of [PII].
[CUSTOMER][NEUTRAL] OK, can I have your reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, that's it thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You can have a nice weekend. You too.