AccountId: 011433970860
ContactId: 122f3557-5ac9-4e69-a10a-c2775c070582
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185669 ms
Total Talk Time (AGENT): 68944 ms
Total Talk Time (CUSTOMER): 60592 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/122f3557-5ac9-4e69-a10a-c2775c070582_20250127T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning and thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'd like to verify um eligibility for a patient, please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, and may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that's D as in dog, 459-06365.
[AGENT][NEUTRAL] Um, do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits. That's gonna be your number.
[CUSTOMER][NEUTRAL] Um, I don't, to be honest, I don't see that. All I have is the D number.
[AGENT][NEUTRAL] OK, we can do a name search. May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] OK. And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] Thank you. One moment, let me see if I can find this number.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have his date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And you said you're needing today uh eligibility or is it claim status is [PII]?
[CUSTOMER][NEUTRAL] Mm, no, ma'am, just eligibility.
[AGENT][NEUTRAL] OK. All right. um, let me check and see if I got any.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, he doesn't have any policy. This one was effective from [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I needed to know. Um, is there a reference number for this call?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's name if you will.
[AGENT][NEUTRAL] You need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. That's all I needed. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] You're welcome. You as well. um, have a good day. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[CUSTOMER][NEUTRAL] You too. Bye-bye.