AccountId: 011433970860
ContactId: 1e0ad53b-f772-4aff-9fbb-e0991b6a35f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170710 ms
Total Talk Time (AGENT): 69482 ms
Total Talk Time (CUSTOMER): 36917 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/1e0ad53b-f772-4aff-9fbb-e0991b6a35f0_20250409T12:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm calling from the provider's office uh regarding a member's policy. I wanna see if they're effective and active for a data service that we're trying to build.
[AGENT][NEUTRAL] All right, we're checking on eligibility for a patient. Uh, what is the uh patient's policy number?
[CUSTOMER][NEUTRAL] I have 02552722.
[AGENT][POSITIVE] All right thank you very much for providing I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Entering it in the system.
[AGENT][NEUTRAL] And what is the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] All right. I was able to find the information for the insured. Um, I will go ahead and um transfer you to the care team so they can go ahead and provide you with the information so you don't have to repeat yourself. Does that sound good?
[CUSTOMER][POSITIVE] Yes, that's fine. Thank you.
[AGENT][POSITIVE] All right, thank you. Have a nice day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[AGENT][NEUTRAL] Hello, good morning, [PII]. This is [PII] in customer service. I had a call from the provider's office with [PII] on the line, um, checking the eligibility for a patient with policy number.
[AGENT][NEUTRAL] 255.
[AGENT][NEUTRAL] 2722.
[CUSTOMER][NEUTRAL] And what was her name?
[AGENT][NEUTRAL] Um, [PII] on the line and the patient's name is [PII]. Um, she has been um she verified the name and date of birth.
[CUSTOMER][NEUTRAL] OK, and does she have a callback number?
[AGENT][NEUTRAL] Um, I grabbed the one she's calling from.
[CUSTOMER][POSITIVE] OK, I'll get it from her then. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You are.