AccountId: 011433970860
ContactId: e7de6864-89ce-4d1f-8dc8-543417ed787a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127589 ms
Total Talk Time (AGENT): 48668 ms
Total Talk Time (CUSTOMER): 56348 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/2025/03/11/e7de6864-89ce-4d1f-8dc8-543417ed787a_20250311T15:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Houston Methodist Hospital. I have a one of our patients who states she has a coverage with you all, and I'm just trying to verify it.
[AGENT][POSITIVE] I'd be happy to assist with verifying today if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 111-528-8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII], and let me get her date of birth.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy lapsed [PII].
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] She's under the impression she still has it.
[CUSTOMER][NEUTRAL] I'm sorry, so you said one.
[AGENT][NEUTRAL] She may have coverage probably just with someone else.
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is wrong with me?
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] I'm sorry, [PII], OK.
[AGENT][NEUTRAL] I'm sorry, you caught me off guard.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] I'm having one of those. It's been the worst couple of days, I'll tell you, so it's.
[AGENT][NEUTRAL] It's the full moon eclipse. That's what it is.
[CUSTOMER][NEUTRAL] OK, so it laps 912024 bless her, she surely thinks she still has it.
[CUSTOMER][POSITIVE] OK, thank you. oh OK.
[AGENT][NEUTRAL] Now she may, she just needs to contact her human resources department because they may have gone with another company or you know, she may have coverage just not with us.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Alright, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Nope, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right