AccountId: 011433970860
ContactId: e630d0f4-15f0-41f1-9b74-df0ac160893a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221500 ms
Total Talk Time (AGENT): 59171 ms
Total Talk Time (CUSTOMER): 75040 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e630d0f4-15f0-41f1-9b74-df0ac160893a_20250324T15:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APU. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi. Good morning. My name is [PII] and I'm calling from Surgery Center Fort Wayne.
[AGENT][POSITIVE] Hi, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi, right. I just have one question though before we proceed with the procedure. Um, we have a facility, but I just wanna know if we are in network.
[AGENT][NEUTRAL] OK, I need the member's policy number in order to tell you that, [PII].
[CUSTOMER][NEUTRAL] OK, give me one sec.
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yup. Yeah. Sorry, I'm here. I'm here. I'll get.
[AGENT][NEUTRAL] Yeah. OK, go ahead with that policy number.
[CUSTOMER][NEUTRAL] Sure. Give me one second. I'm trying to pull up. You should go here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thought I'd lost you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] You found that policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, I didn't send this.
[AGENT][NEUTRAL] It's gonna be a certificate number.
[CUSTOMER][NEUTRAL] Oh, well certificate number, I think, yeah. Sorry for that. Uh, it's
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Uh, 0, yeah. It's 025.
[CUSTOMER][NEUTRAL] 71694.
[AGENT][POSITIVE] Alrighty, thank you so much for that information, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No problem. [PII], uh sorry, um [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that. Now, what's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh station name, um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] I don't have date of birth. Uh sorry.
[AGENT][NEUTRAL] That's OK, [PII], but without that date of birth, I am not able to answer any of your questions.
[AGENT][NEUTRAL] So once you find that date of birth out you give us a call back, [PII], OK?
[CUSTOMER][POSITIVE] I see, yeah, no problem.
[CUSTOMER][POSITIVE] OK, sure, sure, thank you.
[AGENT][POSITIVE] All right, you're so welcome, [PII], and thanks for calling APO. You have a great day.
[CUSTOMER][NEUTRAL] Bye bye.