AccountId: 011433970860
ContactId: af1dbb21-f824-49cd-887e-8317541d9353
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89300 ms
Total Talk Time (AGENT): 45637 ms
Total Talk Time (CUSTOMER): 33450 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/af1dbb21-f824-49cd-887e-8317541d9353_20250205T13:06_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling with the orthopedic Medical Group of Tampa Bay. My name is [PII]. I just wanted to verify a patient's secondary insurance.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 247-9243
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and did you say you're calling from an office setting or a facility setting?
[CUSTOMER][NEUTRAL] An office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, uh, [PII], I'm showing the policy effective date is [PII] currently active at this time.
[AGENT][NEUTRAL] And under this policy.
[CUSTOMER][NEUTRAL] OK, um, can you get me a reference number for, for this call showing that it's active.
[AGENT][NEUTRAL] Oh, you just wanted the eligibility dates.
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] Did you just want to know if the policy was active or did you need benefit information too?
[CUSTOMER][NEUTRAL] No, just confirming if it's active.
[AGENT][NEUTRAL] OK, you'll, you'll use my name in today's date as reference for today's call. [PII], first [PII] last name is [PII]. Any other questions?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Me too.