AccountId: 011433970860
ContactId: ba73c4f8-a2ba-44cb-9e67-4024716f5b3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119900 ms
Total Talk Time (AGENT): 37519 ms
Total Talk Time (CUSTOMER): 61182 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ba73c4f8-a2ba-44cb-9e67-4024716f5b3f_20250509T19:02_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. Could I have your name again?
[AGENT][NEUTRAL] Sir, I'm sorry, it's [PII]
[CUSTOMER][NEUTRAL] [PII]. Alright, [PII], um, I have a member coming in for an, uh, ear pain evaluation, so you know, basically just in a specialist office visit. I needed to check his benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well I can verify benefits for you and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, his name, first name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And the date of birth?
[CUSTOMER][NEUTRAL] And his date of birth is, it is [PII].
[AGENT][POSITIVE] OK, thank you [PII], give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, do not show him in our system. Do you have a copy of the card?
[CUSTOMER][NEGATIVE] I do not. He made an appointment online and we've been struggling for days trying to get him to give us insurance information.
[AGENT][NEUTRAL] Oh, I'm sorry, um, but yes, sir.
[CUSTOMER][NEUTRAL] So uh let me try to.
[CUSTOMER][POSITIVE] Yeah, well, it's all good. I'm about to just make himself pay and keep it moving.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] It's all good.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] All right. Well,
[CUSTOMER][POSITIVE] Yeah, well, I appreciate you [PII].
[AGENT][POSITIVE] You're welcome. Thanks for calling APU. Have a great day and weekend.
[CUSTOMER][NEUTRAL] Alright you too ma'am bye bye.
[AGENT][NEUTRAL] Mm bye.