AccountId: 011433970860
ContactId: ad9097d5-19b2-4848-aa2b-e5e96a8a88e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451410 ms
Total Talk Time (AGENT): 116018 ms
Total Talk Time (CUSTOMER): 184055 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/ad9097d5-19b2-4848-aa2b-e5e96a8a88e7_20250606T19:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII] is here asking if it's OK to put her through. Yes, hi, good afternoon, um.
[CUSTOMER][NEUTRAL] I'm calling in regards to a patient. I just wanted to verify their benefits, um, before they get their exams done to make sure that they're still active.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] I'm calling from West kind of Baptist Diagnostic Center. My name is [PII].
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] First initial of the last name is [PII]
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah [PII]. Do you have an appointment today? What was your last name?
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I sure do. The policy number is the [PII].
[CUSTOMER][POSITIVE] Yeah, if you can get them this one.
[CUSTOMER][NEUTRAL] And then can you check [PII] on the schedule to see what time his appointment is? OK, so the policy number is.
[CUSTOMER][NEUTRAL] 0, no I'm sorry, nope.
[CUSTOMER][NEUTRAL] OK 01829112.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Mhm no problem thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name, so the insurance is under the father, [PII].
[CUSTOMER][NEUTRAL] Um, why, why cola, but the patient, I see that it says employee and child, so his child's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah, I was just making sure that she still has an active um uh gap insurance.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII] and the policy is active. Hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] one.
[AGENT][NEUTRAL] OK, it looks like [PII] is over or is this the
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] spouse or she dependent?
[CUSTOMER][NEUTRAL] She is the dependent.
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII], can you put this on the rack?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK, hold on one moment for me, please, OK?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Just ring MRI and tell them that the 3:15 has been checked in already. I don't know why he hasn't come to pick up the patient. Just let um [PII] know.
[CUSTOMER][NEUTRAL] Just say hey look you're by the way your day 15 is checking.
[CUSTOMER][NEUTRAL] [PII] told me to tell you.
[AGENT][NEUTRAL] I'm checking on that age for you.
[AGENT][NEUTRAL] I'm showing she was lapsed off, but I believe [PII] is [PII] old. They can stay on until the [PII], but I'm checking to make sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think it was like [PII] or something like that. I think she just hit it.
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] I thought [PII] was different though.
[CUSTOMER][NEUTRAL] Yeah, I think so.
[CUSTOMER][NEUTRAL] Yeah, who, well, I don't know, maybe I don't know. I might be wrong. I'm not the.
[AGENT][NEUTRAL] Yeah, that's why I'm checking. Hold on.
[CUSTOMER][NEUTRAL] But I, from my understanding, I've heard so many people say it's like [PII] but.
[AGENT][NEUTRAL] Yeah, I think all the other states are [PII], but I thought [PII] was [PII], so let me check on that for you because I'd hate to give you benefits on her and she not even be on the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cause I think she just
[CUSTOMER][NEUTRAL] I think she just turned [PII], no?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That would make her [PII] yep.
[CUSTOMER][NEGATIVE] That's that rough year that you're like, oh, there goes my benefits with my parents.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's the [PII]:15, yeah, she's good to go.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] I apologize. I'm trying to look it up for you.
[CUSTOMER][NEUTRAL] She was there's 2 minutes.
[CUSTOMER][NEUTRAL] There's 2 minutes of oh is it?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I don't know. What's that green folder? Whose name is that?
[CUSTOMER][POSITIVE] OK, so we're good. OK, yeah, so how about to say.
[CUSTOMER][NEUTRAL] She said she's gonna call me back.
[CUSTOMER][NEUTRAL] Who's that?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] So we're gonna have to reschedule them.
[CUSTOMER][NEUTRAL] Is the screen?
[AGENT][NEUTRAL] Hold on one minute.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, it looks like the policy is saying under [PII], so I'm not showing she's on this policy, but I'm gonna check into it and give you a call back and make sure, OK?
[CUSTOMER][POSITIVE] OK, no problem, thank you very much. Can I get a reference number for the call?
[AGENT][NEUTRAL] Um,
[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 right now?
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Thank you. I, I.
[CUSTOMER][NEUTRAL] What was the
[CUSTOMER][NEUTRAL] What was the name? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]linda, M E L I N D A.
[CUSTOMER][POSITIVE] Thank you, Melinda. OK. I'll hear back from you.
[AGENT][POSITIVE] Thank you, Eliah for calling APO. You have a good day and I'll call you back.
[CUSTOMER][NEUTRAL] Huh? A one.
[AGENT][NEUTRAL] Mm. Bye-bye.