AccountId: 011433970860
ContactId: 188f920b-bcd4-4211-8c93-9bf5d502c2b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158300 ms
Total Talk Time (AGENT): 32411 ms
Total Talk Time (CUSTOMER): 58454 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/188f920b-bcd4-4211-8c93-9bf5d502c2b4_20250623T13:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] Just one moment, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Try this. What is your date of birth?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Then the first name we do not have you on the schedule at all.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes and a test here that not all my
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It would be 2 + 1.
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] One moment here ma'am.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'm so sorry I was just calling to verify um a member's um eligibility.
[AGENT][NEUTRAL] Yeah, I can check on eligibility. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it's 025-81622.
[AGENT][NEUTRAL] All right, and then for documentation, can I just get your name and a callback number please?
[CUSTOMER][NEUTRAL] First name is [PII] Call that number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. Uh, we're the secondary insurance, so this covers deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] 1011
[CUSTOMER][POSITIVE] Perfect thank you so very much that was everything I needed to know.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.