AccountId: 011433970860
ContactId: c634ce00-1cde-4397-85bc-1f18230f6a5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139399 ms
Total Talk Time (AGENT): 67578 ms
Total Talk Time (CUSTOMER): 69017 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/c634ce00-1cde-4397-85bc-1f18230f6a5c_20250131T21:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling you from, um, from AHS, um, HL Foundation. I needed to find out if, uh, one of our patients has active insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with eligibility today. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait, [PII] sorry.
[AGENT][NEUTRAL] Not a problem, [PII]. It's Friday afternoon. Anything goes.
[CUSTOMER][NEUTRAL] It's time to get out, yep.
[CUSTOMER][NEUTRAL] I can't think of my own name right now. I'm just get out this door.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah, hold on, I just scrolled up too much. Give me one second.
[CUSTOMER][NEUTRAL] It's gonna be 02550789.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK. Now we actually have him listed as [PII].
[CUSTOMER][NEUTRAL] Yeah, whatever, he's got like 100 names.
[CUSTOMER][NEUTRAL] At this point they couldn't have any more names.
[AGENT][POSITIVE] Oh my gosh. I love that.
[AGENT][NEUTRAL] Now, I am showing that his policy is active.
[CUSTOMER][POSITIVE] Thank God.
[AGENT][NEUTRAL] Effective date is [PII], and this is a secondary policy to his primary insurance.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there like a reference number I could use for this call?
[AGENT][NEUTRAL] It's gonna be my name in today's date and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that's it, thank you. I appreciate it so much because I didn't even think I was gonna get help.
[AGENT][POSITIVE] My pleasure. No, it's been my pleasure to assist you with that eligibility. Thank you for calling APL and I hope you have a lovely weekend.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.