AccountId: 011433970860
ContactId: e727d6f8-8312-4dfc-bd5a-48e4e34522e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91750 ms
Total Talk Time (AGENT): 39219 ms
Total Talk Time (CUSTOMER): 27314 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e727d6f8-8312-4dfc-bd5a-48e4e34522e9_20250409T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Atrium Health, and I would like to check the patient's policy is active, please, and I would need the effect of that only.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, not a problem. Happy to check [PII]. What's their policy number?
[CUSTOMER][NEUTRAL] It is 0249 I'm sorry 02491709.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date on this plan is [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, and [PII], may I get the first initial of your last name please?
[AGENT][POSITIVE] Yeah, absolutely. It's [PII].
[CUSTOMER][NEUTRAL] OK, and do you have a call reference number?
[AGENT][NEUTRAL] Mhm call references my name with my last initial and then today's date.
[CUSTOMER][POSITIVE] OK, thank you very much have a good day.
[AGENT][NEUTRAL] You're you too [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.