AccountId: 011433970860
ContactId: 20d463fd-934c-498c-941b-2474656a2abe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113260 ms
Total Talk Time (AGENT): 45904 ms
Total Talk Time (CUSTOMER): 52251 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/20d463fd-934c-498c-941b-2474656a2abe_20250110T17:11_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], I just needed to verify that a patient's um plan is active for the [PII] year. Can you help me with that?
[AGENT][POSITIVE] Yes ma'am, I can help you with the eligibility of the patient. Uh, can you please give me your name and your callback number? You're so welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. Uh, my name is [PII] and I'm calling from Professional rehabilitation Services. Callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII], birth date [PII].
[AGENT][NEUTRAL] OK, and then what's Miss [PII]'s policy number?
[CUSTOMER][NEUTRAL] Her policy number is, OK, I have the member ID as 02006178.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let me pull that in and check that for you, make sure she's eligible.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome so much.
[AGENT][NEUTRAL] OK. Looking at [PII].
[AGENT][NEUTRAL] She has an active policy. Her effective date is [PII].
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK. And she's remained active since then. OK.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][POSITIVE] All righty. As long as the policy is active, we'll just continue to send all of the claims there. We just want to make sure. Thank you very much for your help today, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're so welcome [PII]. I hope you have a wonderful weekend and we thank you so much for calling APL.
[CUSTOMER][POSITIVE] Well thank you
[CUSTOMER][POSITIVE] Have a great one too. Bye bye.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.