AccountId: 011433970860
ContactId: c5e93a14-c78b-44b8-9350-17159c9885f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94980 ms
Total Talk Time (AGENT): 23921 ms
Total Talk Time (CUSTOMER): 43784 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/c5e93a14-c78b-44b8-9350-17159c9885f0_20250505T19:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Nicola Surgeons Miami Lakes. I had a patient of yours come in today for urgent care service. I just wanted to see if their insurance is still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah it's 019.
[CUSTOMER][NEUTRAL] 821.
[CUSTOMER][NEUTRAL] 78
[CUSTOMER][NEUTRAL] M07.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank
[AGENT][NEUTRAL] OK, it looks like this policy is active and effective, [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Twenty1 perfect thank you so much. Can I get a name and a reference number?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes, it's uh [PII], first initial to last name is [PII], and then references my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII].
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye.