AccountId: 011433970860
ContactId: 0a8e7f2b-25ab-4eb4-8e27-0f6977c13623
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225419 ms
Total Talk Time (AGENT): 105615 ms
Total Talk Time (CUSTOMER): 80286 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/0a8e7f2b-25ab-4eb4-8e27-0f6977c13623_20250106T20:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I was calling to get some help with verifying eligibility.
[AGENT][POSITIVE] OK, I'd love to help you with some eligibility today. Do you mind if I get your name and a good callback number?
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][NEUTRAL] Of course, [PII] last initial [PII] [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. And then may I also go ahead and get that member's policy number, please?
[CUSTOMER][NEUTRAL] I have 02185094.
[AGENT][NEUTRAL] Perfect. And your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] We have [PII].
[AGENT][POSITIVE] Perfect, and give me one second to check into him.
[AGENT][NEUTRAL] All right, it looks like your patient is current and active with us with an effective date of [PII], but he does have an updated policy number. Is that something I can give to you today?
[CUSTOMER][NEUTRAL] I will take that, go ahead.
[AGENT][NEUTRAL] Alright, I have 02337110.
[CUSTOMER][POSITIVE] Awesome, thank you for that information.
[AGENT][POSITIVE] My pleasure. And Miss [PII], is there anything else you need for eligibility?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Is it possible if I can have your help with two other patients?
[AGENT][POSITIVE] Yes, absolutely. Give me one quick, quick second. I'm just gonna type the fast code in.
[CUSTOMER][NEUTRAL] Is there a reference for this patient?
[AGENT][NEUTRAL] Um, yeah, the reference number is gonna be my name, [PII] and my last initial will be like [PII] in today's date.
[CUSTOMER][POSITIVE] Alrighty thank you [PII].
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] All right, I am ready for that next policy number when you are.
[CUSTOMER][NEUTRAL] I have 02565727.
[AGENT][NEUTRAL] All right, and this patient's uh first and last name?
[CUSTOMER][NEUTRAL] And that is for uh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7888.
[AGENT][NEUTRAL] All right, your patient here is current and active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect and then the next one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 01659347.
[AGENT][NEUTRAL] 01659347
[CUSTOMER][NEUTRAL] 016593, yes.
[AGENT][POSITIVE] Perfect, give me just one second to get this one pulled up.
[CUSTOMER][POSITIVE] No worries. Take your time.
[AGENT][POSITIVE] All right. I appreciate your patience and this patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] This is for [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, I appreciate that. And your patient is current and active under this policy. She has an effective date of [PII], and she also has an updated policy number if you would like it.
[CUSTOMER][NEUTRAL] Yes, I would, just a second.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Alright, go ahead.
[AGENT][NEUTRAL] Yeah, so the new policy number is going to be 02503318.
[CUSTOMER][POSITIVE] Alrighty, thank you so much for all of your help, Ms. [PII]. You have a great day and happy New Year.
[AGENT][POSITIVE] Hey, thanks for calling APL and you too. Likewise, have a great day and a happy new year.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.