AccountId: 011433970860
ContactId: 1d1b0027-9ddc-40d6-8a7c-2513169b4118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91779 ms
Total Talk Time (AGENT): 35094 ms
Total Talk Time (CUSTOMER): 50279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/1d1b0027-9ddc-40d6-8a7c-2513169b4118_20250402T12:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from McCloud Primary Lake City, that's [PII], um, in regards to a mutual uh patient, your, um, insured [PII]. I was just checking eligibility, please.
[AGENT][NEUTRAL] OK, and do you have that callback number please if we are disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] and you may ask to speak with [PII] that goes to a call center, but they can transfer it if needed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02061687.
[AGENT][POSITIVE] OK, and I have that as 02061687. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][POSITIVE] Thank you so much, [PII], and you're calling to verify eligibility. Would you need benefits as well for the member or just eligibility?
[CUSTOMER][NEUTRAL] Just eligibility. This is a primary care office.
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, and the member shows effective as of [PII] and this policy shows active.
[CUSTOMER][POSITIVE] Thank you so much you're a great help, OK? Hope you have a wonderful day.
[AGENT][POSITIVE] You as well. Thank you so much for calling APL. Take care. Bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.