AccountId: 011433970860
ContactId: 0e82cd2c-6d93-4fb3-89f8-7e423619a8f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91300 ms
Total Talk Time (AGENT): 25110 ms
Total Talk Time (CUSTOMER): 43401 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/0e82cd2c-6d93-4fb3-89f8-7e423619a8f1_20250512T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. It's [PII] from Doctor [PII]'s office. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing well. I'm calling to check eligibility on a member.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Sure, his policy number, oh, I just had it. uh 01303314.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII], I should say. Date of birth [PII].
[AGENT][NEUTRAL] It looks like this policy is effective [PII], and it's currently active.
[CUSTOMER][POSITIVE] Perfect. This, you guys don't usually um send over like faxes of their eligibility or anything like that, right?
[AGENT][NEUTRAL] Uh, yes, I can send you a fax back.
[CUSTOMER][POSITIVE] Oh, you'd be awesome thank you.
[AGENT][NEUTRAL] What's that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, and anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so very much.
[AGENT][POSITIVE] Hi, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.