AccountId: 011433970860
ContactId: 10bd1530-ddc7-4227-ae5c-7f196b330f9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140539 ms
Total Talk Time (AGENT): 49519 ms
Total Talk Time (CUSTOMER): 96798 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/10bd1530-ddc7-4227-ae5c-7f196b330f9c_20250205T19:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good afternoon. My name is [PII]. I'm calling from Pro's office to check members' medical eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, just give me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So, here I have the policy number. It's 1445036 M as in Mike L as in Lima 82.
[AGENT][NEUTRAL] OK, thank you [PII] and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII] with an extension [PII].
[AGENT][NEUTRAL] OK, thank you. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I'm showing his effective date was [PII] and the policy terminated on [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So [PII] off [PII] is the termination date, right?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] And I do not show he has any other coverage, OK?
[CUSTOMER][NEUTRAL] OK, just give me a second.
[CUSTOMER][NEUTRAL] Oh, OK, that's fine. Um, OK, that's fine. Thank you. And could you please spell out your name for my documentation purpose.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Mhm mhm mhm yeah, thank you, and you still have any call reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name. It's [PII].
[CUSTOMER][POSITIVE] Yeah, thank you. OK. Thanks for help and you have a great day. Bye-bye. Yeah.
[AGENT][POSITIVE] Oh, you too, and thank you for calling APL. Bye.