AccountId: 011433970860
ContactId: c9b88a75-32e1-4733-a0d8-38c1e5fcdf70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193740 ms
Total Talk Time (AGENT): 55840 ms
Total Talk Time (CUSTOMER): 101627 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/c9b88a75-32e1-4733-a0d8-38c1e5fcdf70_20250212T16:37_UTC.wav
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[AGENT][NEUTRAL] Calling can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, can you help me about
[CUSTOMER][NEUTRAL] Hi, this is [PII] from La Clinica Vallejo.
[AGENT][NEUTRAL] OK, and you said you said [PII]?
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell it for spell your first name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then last name is [PII].
[AGENT][NEUTRAL] What's the first initial of the last name?
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] The first initial of your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And how can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I am from La Clinica Vallejo.
[CUSTOMER][NEUTRAL] And we have a patient. I would like to confirm the um
[CUSTOMER][NEUTRAL] Like if it's still insured?
[AGENT][NEUTRAL] So eligibility dates?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have the policy number, Shawna Lee?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number is 02.
[CUSTOMER][NEUTRAL] 516
[CUSTOMER][NEUTRAL] 701.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. Our phone number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So it'll be OK, um, I am.
[CUSTOMER][NEUTRAL] Can you photocopy one? Can you photocopy?
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Birthday is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that for me and we're gonna check the eligibility information for you. I'm showing the effective date is [PII].
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] Uh, this policy
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] July
[CUSTOMER][NEUTRAL] Uh, July.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the start date.
[AGENT][NEUTRAL] That's the effective date, so yes, and the policy is active.
[CUSTOMER][NEUTRAL] OK. And then,
[CUSTOMER][NEUTRAL] Oh, active. Do you have date like until when?
[AGENT][NEUTRAL] Well, if it, it's active, it's currently active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I'll just put, is this like yearly? So I have like I mean if he has appointment I don't have like to call every time.
[AGENT][NEUTRAL] You mean well, as long as he has his policy, the the effective date will remain the same.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so I'll just put on the note.
[AGENT][NEUTRAL] OK. Any other questions, [PII]?
[CUSTOMER][POSITIVE] OK. Thank you. Um, that's it.
[AGENT][POSITIVE] Alrighty, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.