AccountId: 011433970860
ContactId: d1cde95c-7718-405a-8989-fc7161132719
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172960 ms
Total Talk Time (AGENT): 36381 ms
Total Talk Time (CUSTOMER): 70582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d1cde95c-7718-405a-8989-fc7161132719_20250515T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi, I am just calling to verify a patient's insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] um number would be [PII].
[AGENT][NEUTRAL] OK, thank you. And policy number for that patient?
[CUSTOMER][NEUTRAL] Um, I have 500 to start with 00000.
[CUSTOMER][NEUTRAL] Um, 258-860-8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, date of birth is [PII]. Name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm pulling up a totally different person with that ID number. Um, let me look it up. Do you have the social by chance or I can do last name?
[CUSTOMER][NEUTRAL] Weird, um.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] I do uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Is it for uh medical or dental?
[CUSTOMER][NEUTRAL] Uh, dental.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] OK, looks like it's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] are those zeros in front necessary or can those be?
[AGENT][NEGATIVE] No, they're not necessary.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I've got her effective and active [PII].
[CUSTOMER][POSITIVE] 12 perfect eligible um just for a signature, yeah.
[CUSTOMER][NEUTRAL] OK, that is all I needed.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] All right, well.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye.