AccountId: 011433970860
ContactId: e64be88f-9f35-41d3-a0fa-4862f9a540fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129220 ms
Total Talk Time (AGENT): 53355 ms
Total Talk Time (CUSTOMER): 57922 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e64be88f-9f35-41d3-a0fa-4862f9a540fb_20250515T20:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, this is [PII] calling from the Holy Cross Medical Group pulmonologist's office. I was calling to verify patients secondary insurance if if it's still active.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility for you. And Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 02509856.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Um, I'm sorry, you said the policy number is 2509856?
[CUSTOMER][NEUTRAL] 5454.
[CUSTOMER][NEUTRAL] 02509854. This is what I see here.
[AGENT][NEUTRAL] 54. OK, one moment.
[CUSTOMER][NEUTRAL] I don't have a card in front of me. I don't just a number.
[AGENT][NEUTRAL] OK, and verify her date of birth again for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, her birthday is Saturday. That's sweet.
[AGENT][NEUTRAL] Uh, show her effective date is [PII], and she is active on the
[CUSTOMER][NEUTRAL] Yeah mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so [PII] at [PII]. Alright, and what's your name?
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You, yes ma'am.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Alright, that's it. That's all I need to know, thank you, bye.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] OK bye bye.