AccountId: 011433970860
ContactId: e2751bac-72a7-4d49-9b0c-099b0188fdd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139600 ms
Total Talk Time (AGENT): 51024 ms
Total Talk Time (CUSTOMER): 34519 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/e2751bac-72a7-4d49-9b0c-099b0188fdd9_20250318T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just wondering. My name is [PII]. I'm calling from M Health Fairview and Elk River. Um, I'm just wondering if a patient has a group number.
[AGENT][POSITIVE] OK, I'd be happy to help you with locating that group number. Um, what did you say your name was again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright [PII], and just in case we get disconnected, what's a good phone uh call back number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and do you have a policy number?
[CUSTOMER][NEUTRAL] Um, policy number, let's see.
[CUSTOMER][NEUTRAL] It's 02598158.
[AGENT][NEUTRAL] Alright, [PII], give me just a second, let me pull that up.
[AGENT][NEUTRAL] And just for my notes, uh, what was the facility you were calling from again?
[CUSTOMER][NEUTRAL] And Health Fairview and Elk River.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am. Um, I have a group number of 70078 for that policy number.
[CUSTOMER][NEUTRAL] 70078.
[AGENT][NEUTRAL] Yes, ma'am. Can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Um, [PII], is it [PII] A. Date of birth is [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yes ma'am, that's uh that group number is 70078.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] No problem, [PII]. Was there anything else I can do for you today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Alright, you're very welcome. Have a wonderful day and thank you for calling APO.
[CUSTOMER][POSITIVE] Absolutely you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.