AccountId: 011433970860
ContactId: f5a1848a-7927-4444-ab4e-9f0207bf6b0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177729 ms
Total Talk Time (AGENT): 83121 ms
Total Talk Time (CUSTOMER): 71309 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f5a1848a-7927-4444-ab4e-9f0207bf6b0c_20250213T16:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm sorry I couldn't hear your name, [PII] you said?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Thank you. I was calling for medical benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the location you're calling from?
[CUSTOMER][NEUTRAL] [PII] Radilogy Associates Incorporated.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's um 923-687-159.
[AGENT][NEUTRAL] OK. Is that a social? It's a little bit too long to be one of our policy numbers.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know, I was giving you his primary um insurance, um, ID sorry, let me give you the correct one on the car outpatient, right? OK, 01634914 [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm so sorry. Let me have that one more time.
[CUSTOMER][NEUTRAL] Yeah, I'm a little too fast. 01634914 [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment, it kicked me out because I put the wrong one in the beginning. OK, give me just a second.
[CUSTOMER][NEUTRAL] Yeah, don't worry, I'll, I'll repeat it again, just let me know.
[AGENT][NEGATIVE] Yeah, let me just go ahead and get out of this one because it's just gonna keep kicking me out. Um, let me just OK let me.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. Now, go ahead.
[CUSTOMER][NEUTRAL] OK 01634914 ML 8.
[CUSTOMER][NEUTRAL] There's also a group number if you need that.
[AGENT][NEUTRAL] It's fine. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And let me see if I can find a new policy. This one is terminated, one moment.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] We do not have a new policy for this member. This one was effective, um.
[AGENT][NEGATIVE] Well, it never became effective because it was created [PII] and it terminated the same day. So that means it was never activated.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so there's no new one. OK, alright, alright, thank you, thank you, bye.
[AGENT][NEUTRAL] Mm mm.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss?
[CUSTOMER][POSITIVE] Uh, no, that was, that was all, thanks so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day. Bye bye.