AccountId: 011433970860
ContactId: 193e7b0d-67ff-4cd5-8d56-f6469d39b03a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94970 ms
Total Talk Time (AGENT): 37769 ms
Total Talk Time (CUSTOMER): 35775 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/193e7b0d-67ff-4cd5-8d56-f6469d39b03a_20250121T14:18_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling to get the eligibility and benefits on the patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] 7063514
[AGENT][NEUTRAL] The member's policy number.
[CUSTOMER][NEUTRAL] 02576516.
[AGENT][NEUTRAL] The member's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, [PII], thanks for that. You said you wanted eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what type of business is this for?
[CUSTOMER][NEUTRAL] For home health care.
[AGENT][NEUTRAL] OK, so showing members policy at the [PII]. Any benefits are an estimate of coverage. This member's policy is a limited policy and it doesn't cover for home health care.
[CUSTOMER][NEUTRAL] It doesn't cover home health. OK, that's fine.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No problem, [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Just a reference if you happen to have one.
[AGENT][NEUTRAL] We don't give reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, that's fine. Thank you.
[AGENT][POSITIVE] No problem, um, thanks for calling A. You have a wonderful day.
[CUSTOMER][NEUTRAL] You as well.