AccountId: 011433970860
ContactId: c7d86a5b-d08a-4973-8f23-2181847ad002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102620 ms
Total Talk Time (AGENT): 46589 ms
Total Talk Time (CUSTOMER): 41219 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c7d86a5b-d08a-4973-8f23-2181847ad002_20250501T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Texas Oncology and the insurance department. I just wanted to verify that a patient's plan is active and billable.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It's 023267-667.
[AGENT][NEUTRAL] All right. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, [PII], I'm probably saying that wrong, um, date of birth is [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that, [PII]. Uh, so this policy I'm showing terminated, uh, [PII], but if you'll give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, she does not. This was the only policy she had with us.
[CUSTOMER][NEUTRAL] OK, perfect. um, and do you provide a reference number for a phone call?
[AGENT][NEUTRAL] Sure, yeah, that would just be my first name, last initial, and today's date, and so my name is spelled [PII] And was there anything else I could help you with, sir?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was it.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.