AccountId: 011433970860
ContactId: f9a4fdfe-e339-4fb9-b1c4-ca114863a598
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95279 ms
Total Talk Time (AGENT): 41963 ms
Total Talk Time (CUSTOMER): 38081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/f9a4fdfe-e339-4fb9-b1c4-ca114863a598_20250523T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Nicholas Jordan's Miami Lakes. I have a patient that came in today for urgent care service. I just wanted to see if their insurance was still active.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 657.
[CUSTOMER][NEUTRAL] 65 ML 7.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The first name is [PII]. Last name [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] 24 perfect. Can I get your name and the reference number?
[AGENT][NEUTRAL] Sure, uh, reference number would just be my first name, last initial, and today's date. And so my name is spelled [PII] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] That was all thank you so much [PII] for all of your help.
[AGENT][POSITIVE] Alright, yeah thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you bye bye.