AccountId: 011433970860
ContactId: ce30da5d-2a75-44d2-aab6-b6114c937715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103599 ms
Total Talk Time (AGENT): 36676 ms
Total Talk Time (CUSTOMER): 48022 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ce30da5d-2a75-44d2-aab6-b6114c937715_20250317T19:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from an outpatient facility. I just wanted to know if a patient's insurance is still active.
[AGENT][NEUTRAL] OK, and how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02465419.
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] I just wanted to know if they, they, uh, if they're still active.
[AGENT][NEUTRAL] OK, I can give you that. The effective date is [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] 124 and um they have this insurance as the secondary is author required.
[AGENT][NEUTRAL] No, ma'am, we do not require pre-op. This is just secondary policy.
[CUSTOMER][POSITIVE] OK. Got it. Thank you so much. Um, that's pretty much everything that I needed to know. Did you have a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you.