AccountId: 011433970860
ContactId: af276d09-cdde-40f4-994a-76f892cec10f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167320 ms
Total Talk Time (AGENT): 50364 ms
Total Talk Time (CUSTOMER): 66357 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/af276d09-cdde-40f4-994a-76f892cec10f_20250528T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I just wanna, uh, see if this patient's eligible for this insurance.
[AGENT][NEUTRAL] OK, I can check eligibility for you.
[CUSTOMER][NEUTRAL] If she's still active, mhm.
[AGENT][POSITIVE] Absolutely, yes ma'am. What is your name and your call back number?
[CUSTOMER][NEUTRAL] Uh, lady, uh, phone number is [PII].
[AGENT][NEUTRAL] Thank you. And then may I please um have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, Center for OBGYN.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the member ID is 02596692.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show that this policy is active for [PII]. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And it is current.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] It's current um.
[CUSTOMER][NEUTRAL] Can I get the um let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I get the the uh number for the like a um.
[CUSTOMER][NEUTRAL] Let's see, hold on a minute.
[AGENT][NEUTRAL] OK.
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[CUSTOMER][NEUTRAL] After a cancer diagnosis, knowing all of your options is crucial. Gibbs Cancer Center offers a second opinion clinic where specialists review your treatment plan and make recommendations.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Ma'am, um, can I get the reference number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much for your help.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling A.
[CUSTOMER][POSITIVE] You too bye bye thank you.
[AGENT][NEUTRAL] Bye bye.