AccountId: 011433970860
ContactId: b144aef5-8021-4432-adf2-1557177b6b56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132199 ms
Total Talk Time (AGENT): 55047 ms
Total Talk Time (CUSTOMER): 74088 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b144aef5-8021-4432-adf2-1557177b6b56_20250401T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling just to make sure that the patients, um, insurance is active. Can you tell me that?
[AGENT][NEUTRAL] Yeah, I can see if that policy is active. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Holy Cross Outpatient Laboratory.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and then did you have that policy number?
[CUSTOMER][NEUTRAL] Um, it says outpatient benefit, um, er number. I don't know if that's OK. It's 02.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. That's it, yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] 458-549 M as in Mary, L as in Lama and then the number 8.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, the date of birth of the member is [PII]. 1st name is, um, last name is [PII], and the first name is [PII]
[AGENT][NEUTRAL] Mhm. OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you have a good day.
[CUSTOMER][NEUTRAL] OK, and may I have a reference number please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it. Give me one second. Let me just type this really quick. It says 0101-2024, and it's active and it was affected on today's date, I mean not today's date, the [PII], correct?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] I'm OK, I'm sorry. All right, thank you so much you have a great day OK? bye bye.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Of course, thanks for giving us a call. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thanks.