AccountId: 011433970860
ContactId: c924ba97-a545-4050-9288-a21e532fc6a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173279 ms
Total Talk Time (AGENT): 66448 ms
Total Talk Time (CUSTOMER): 45762 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c924ba97-a545-4050-9288-a21e532fc6a5_20250325T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I, I'm just trying to see if a patient is active, her insurance.
[AGENT][POSITIVE] OK, yes, absolutely I could check eligibility for you. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Central OBGYN.
[AGENT][NEUTRAL] And can I please have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the um ID number is 01097953.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I have [PII].
[AGENT][NEUTRAL] Instead of [PII].
[CUSTOMER][NEUTRAL] OK, that actually might be the same person. I think [PII] might be a marital last name.
[AGENT][NEUTRAL] Oh, gotcha, gotcha. OK. All right, so I do show that um on this policy 01097953 that she is not active on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know the end date?
[AGENT][NEUTRAL] Yes, ma'am. Um, let me see when it changed.
[AGENT][NEUTRAL] Hm, let me see and then if there's anything in the notes real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She was removed on [PII] because she aged out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well that is what I needed to know.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] All right, Ms. [PII], you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you ma'am you as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.