AccountId: 011433970860
ContactId: 21af8934-291a-4d3a-84ef-c349cf498e56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116949 ms
Total Talk Time (AGENT): 36874 ms
Total Talk Time (CUSTOMER): 45658 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/21af8934-291a-4d3a-84ef-c349cf498e56_20250226T14:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, ma'am. My name is [PII] from the doctor's office. How are you doing today?
[AGENT][POSITIVE] I am good. How are you?
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][POSITIVE] Pretty good, ma'am. Thank you so much for asking. Uh, can you just help me out with the patient's eligibility and the benefits, please?
[AGENT][NEUTRAL] OK, I can help you with that. What's that policy number?
[CUSTOMER][NEUTRAL] Uh, it starts with 0234.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 461
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] M as in Mary, L as in Linda, number 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] OK. And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] with the date of birth [PII].
[AGENT][NEUTRAL] OK, thank you, [PII] and you're calling for eligibility and benefits. I will need to transfer you to our benefits department, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I is there anything else that I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Yeah. Can you just help me with the eligibility only?
[AGENT][NEUTRAL] Um, I'm sure the policy is active.
[CUSTOMER][POSITIVE] Uh, OK, sure. What is active. That's perfect. And can you just give me the reference number, please?
[AGENT][NEUTRAL] 842-226.
[CUSTOMER][NEUTRAL] 842-226
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And your name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Your name is [PII]. And the needs of your last name, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Yeah, perfect. Thank you so much for your help, Ms. [PII]. It's nice to talk with you, ma'am. Stay safe and have a wonderful day, ma'am. Bye-bye.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] You too. Thank you. Bye.