AccountId: 011433970860
ContactId: 00fb1a28-8669-482b-a01c-3d702d57fb8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122519 ms
Total Talk Time (AGENT): 43778 ms
Total Talk Time (CUSTOMER): 41759 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/00fb1a28-8669-482b-a01c-3d702d57fb8b_20250214T13:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], last initial [PII] and I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK, so do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1393393 M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] Who is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Uh, well, eligibility, yeah, I need the eligibility and then how you coordinate with their primary at it for an ambulatory surgical facility outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this policy actually canceled 91 of 20. Let me check and see if they have another policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] They do have another policy, but it a newer policy, but it did cancel 91 of 23 as well, so they do not have any coverage.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, that's all I needed to know. Do you have a reference number, [PII]?
[AGENT][NEUTRAL] I have reference numbers you can use my name and today's date.
[CUSTOMER][POSITIVE] OK thank you you have a great day.
[AGENT][POSITIVE] Thank you sir for calling APA. You have a good day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Um bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.