AccountId: 011433970860
ContactId: fc5c2c86-5859-4d50-9b79-14187a43bf19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147759 ms
Total Talk Time (AGENT): 60599 ms
Total Talk Time (CUSTOMER): 57520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/fc5c2c86-5859-4d50-9b79-14187a43bf19_20250502T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. Good afternoon. My name is [PII] and I'm calling from Holocross Medical Group. I'm calling to check if a member requires authorization.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with authorization. Uh, can I please get your callback number, ma'am just in case the call gets dropped. I can call you right back.
[CUSTOMER][NEUTRAL] Yes, my direct number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth I have for her, it's [PII] and I have a policy number. Let's see here. It looks like it's uh 124.
[CUSTOMER][NEUTRAL] 193.
[CUSTOMER][NEUTRAL] I'm sorry, let's start over. I apologize, too many numbers here, sorry. 124.
[AGENT][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1931.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK. I do show that this policy for Miss [PII].
[AGENT][NEUTRAL] Or [PII], I, I might have said her name wrong, is no longer active. The policy did terminate on [PII].
[AGENT][NEUTRAL] Checking to see if she has an active policy.
[AGENT][NEUTRAL] And she does not have any active policies with us on file at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem. Well, thank you very much for checking [PII] I'll go ahead and reach out to the patient.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, alright. Well, thank you, Ms. [PII], for calling APL. Is that everything that I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, thank you so much for clarifying that. Thank you.
[AGENT][POSITIVE] You're welcome have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.