AccountId: 011433970860
ContactId: 01f66d2d-9366-4324-aa94-bfb5cfb6faa4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118139 ms
Total Talk Time (AGENT): 54110 ms
Total Talk Time (CUSTOMER): 44679 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/01f66d2d-9366-4324-aa94-bfb5cfb6faa4_20250115T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to see if you can help me, um, get eligibility for a member.
[AGENT][NEUTRAL] OK, and spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 255-358-5.
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] 2553585
[AGENT][POSITIVE] Thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm at extension.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me the last 4 of your phone number you cut out on that part.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and your extension is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, got it, thank you.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's um let me see, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for that information and we're just checking eligibility for you. OK, I have.
[CUSTOMER][NEUTRAL] Yes, yes, for a specific data service.
[AGENT][NEUTRAL] OK, I have that date, that effective date, um, of [PII]. The policy is active. What's your date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so the policy was active at that time.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Yes, is there any way you might be able to fax over eligibility?
[AGENT][NEUTRAL] We do not.
[CUSTOMER][NEUTRAL] OK, is there any way you can email it?
[AGENT][NEUTRAL] Yeah, we we can just provide it to you over the phone.
[CUSTOMER][NEUTRAL] And do you have a reference number for the call?
[AGENT][NEUTRAL] Uh huh. It's my name and today's date, [PII], first initial last name is [PII]
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.