AccountId: 011433970860
ContactId: dcb6053a-53d6-454e-800d-3268e1350776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109690 ms
Total Talk Time (AGENT): 66403 ms
Total Talk Time (CUSTOMER): 34443 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/dcb6053a-53d6-454e-800d-3268e1350776_20250205T17:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so it's [PII] once more. Sorry, I just opened another patient and they have the insurance also.
[AGENT][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] At least you keep getting me so I don't have to get all the information.
[CUSTOMER][POSITIVE] I am so sorry.
[CUSTOMER][NEGATIVE] I am so sorry you're gonna hate me by the end of the day today.
[AGENT][POSITIVE] It's fine. No, don't worry. Trust me, it's easy. I, I love it because this, I don't have to get anything else. I already know you.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] All right. And what's that policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] The policy number is 1302676M as in Mary L as in Lima 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and we have an effective date of [PII]. Well, she was active on later on. She was active on [PII].
[AGENT][NEUTRAL] It looks like she was added to it. OK, and it is active at the moment, a secondary policy to the major medical and let's see what's the outpatient maximum.
[AGENT][NEUTRAL] It is 1000 per person per calendar day and this is not a guarantee of payment, just a verification of coverage.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. OK, I'm here if you need to call back.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day with me.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.