AccountId: 011433970860
ContactId: 15768ddb-f4ee-4ce1-a539-e24940a68fd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103470 ms
Total Talk Time (AGENT): 46670 ms
Total Talk Time (CUSTOMER): 34002 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/15768ddb-f4ee-4ce1-a539-e24940a68fd2_20250213T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. Um, I'm calling from Doctor [PII]'s office. I just need to confirm if the patient has active coverage.
[AGENT][NEUTRAL] OK, I can help with that you need. What is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you so much and what is the policy number please?
[CUSTOMER][NEUTRAL] It is 01984141 ML8.
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're calling to check eligibility um now this policy shows that it's termed as of [PII] and if you would just bear with me, I can check to see if there is an active coverage for the member please one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And my apologies, I do not show an active policy on file I'm sorry.
[CUSTOMER][NEUTRAL] OK, no worries, and is there a call reference number?
[AGENT][NEUTRAL] We do not use call reference numbers, but you can use my name [PII] last initials [PII] and today's date please.
[CUSTOMER][POSITIVE] OK, sounds great thank you so much for your help have a great day.
[AGENT][POSITIVE] You as well, [PII], and thank you for calling APO bye.
[CUSTOMER][POSITIVE] Thanks bye bye.