AccountId: 011433970860
ContactId: c6055f08-1511-4608-859f-cb6f03bd16c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142380 ms
Total Talk Time (AGENT): 37562 ms
Total Talk Time (CUSTOMER): 94485 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c6055f08-1511-4608-859f-cb6f03bd16c8_20250325T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling SPL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] He can't hear well you gotta write this off.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital. What's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], uh, I just need to verify an LPL insurance. Um, the patient's name is [PII].
[AGENT][NEUTRAL] Hi [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] all the kids.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is the patient's date of birth and policy number?
[CUSTOMER][NEUTRAL] It's [PII] uh the policy is.
[CUSTOMER][NEUTRAL] Um, it's 02336080 letter ML number 8.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] up on the road to the guy gets your numbers and your dates, so that's to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, they see the doors open and the teacher was laughing so hard. He goes, No, you have to run.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] Let me look real quick it's searching for it.
[CUSTOMER][NEUTRAL] And I'm like for Father's Day.
[CUSTOMER][NEUTRAL] No, no, you're OK. You're OK. [PII], see, [PII]. I'm getting, I'm studying in the next one like I see.
[AGENT][NEUTRAL] Her effective date is [PII].
[CUSTOMER][NEUTRAL] So it's still active?
[AGENT][NEUTRAL] Yes, ma'am. It is active.
[CUSTOMER][NEUTRAL] [PII] to present. OK, uh, sorry, uh, what is the first letter of your last name?
[AGENT][NEUTRAL] It is A.
[CUSTOMER][NEUTRAL] OK, and it's [PII]?
[AGENT][POSITIVE] Yes, ma'am. That's right.
[CUSTOMER][NEUTRAL] OK, do we have a confirmation for the call?
[AGENT][NEUTRAL] You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate your help. OK, I hope you I hope you have a good day.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is that all I can help you with before we go?
[CUSTOMER][POSITIVE] Yes my love thank you very much I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye.