AccountId: 011433970860
ContactId: ce2db918-0bad-47fe-b5a8-54823eb51f17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194990 ms
Total Talk Time (AGENT): 80211 ms
Total Talk Time (CUSTOMER): 68804 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/ce2db918-0bad-47fe-b5a8-54823eb51f17_20250422T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with the Doral Baptist. I have a patient here, uh, that has APO, and I just wanted to confirm if their insurance is active.
[AGENT][NEUTRAL] Alright, we're checking on insurance, um,
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I can take the policy, excuse me, I can take the policy information and transfer you to the department that will be um addressing that concern. Does that sound good?
[CUSTOMER][POSITIVE] Yep sounds good.
[AGENT][NEUTRAL] All right. What is the policy number?
[CUSTOMER][NEUTRAL] 01829134ML8
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right. And who is the patient?
[CUSTOMER][NEUTRAL] The patient is [PII].
[AGENT][NEUTRAL] All right. And can we verify her date of birth, please?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That's cool.
[CUSTOMER][NEUTRAL] You yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] All right, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And you said your, your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. Thank you very much, [PII]. I'm gonna go ahead and uh transfer you to the department that will be giving you the coverage for the insured, right?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[AGENT][POSITIVE] Good morning [PII]. This is [PII] in customer service.
[AGENT][NEUTRAL] I have um.
[CUSTOMER][NEUTRAL] How are you doing [PII]?
[AGENT][POSITIVE] I'm doing good. I have [PII] with the provider's office with a PO on policy 18.
[AGENT][NEUTRAL] 29.
[AGENT][NEUTRAL] 13
[AGENT][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] And who do I have on the line? I'm sorry.
[AGENT][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and that's for the provider's office?
[AGENT][NEUTRAL] Mhm, yes, I have [PII] on the policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And they are checking on her eligibility.
[CUSTOMER][POSITIVE] OK, go ahead and give it to me and have a great day.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] You are