AccountId: 011433970860
ContactId: 21eb2101-7678-4c3b-8e88-e9e07c7cd29b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174899 ms
Total Talk Time (AGENT): 65248 ms
Total Talk Time (CUSTOMER): 54746 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/21eb2101-7678-4c3b-8e88-e9e07c7cd29b_20250109T15:08_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling in to get the eligibility for a client.
[AGENT][POSITIVE] Yeah, I'd love to help you with eligibility today. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh thank you so much I'm sorry and.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Do you mind if I'll just not get a good call back number from you?
[CUSTOMER][NEUTRAL] Sure it's 770.
[CUSTOMER][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] 2345.
[AGENT][POSITIVE] Thank you, thank you, and the member's policy number please?
[CUSTOMER][NEUTRAL] D as in Dave 43732467.
[AGENT][NEUTRAL] Alright, and so unfortunately that's gonna be um the like the policy number for like IMA and 90 degree benefits um we may have a different one on the card it's usually 6 to 8 digits.
[CUSTOMER][NEUTRAL] 6 to 8. OK, let's see.
[CUSTOMER][NEUTRAL] 16 digits.
[CUSTOMER][NEUTRAL] Policy OK.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 739.
[CUSTOMER][NEUTRAL] 83.
[AGENT][NEUTRAL] 02573983 did I hear you right?
[CUSTOMER][NEUTRAL] 025739883 correct.
[AGENT][POSITIVE] OK, perfect, and give me just a moment to get that policy pulled up for you, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much. Your patient is current and active with us with an effective date of [PII].
[AGENT][NEUTRAL] Is there any other information you're needing regarding her eligibility today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] OK [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, no, you, I am all set.
[AGENT][POSITIVE] Perfect. Well, thank you so much for calling us at APL. I hope you have a fabulous day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can I ask you for your name one more time?
[AGENT][NEUTRAL] Yeah, you betcha. It's [PII], first initial last name, [PII].
[CUSTOMER][POSITIVE] Thank you so much, truly appreciate it.
[AGENT][POSITIVE] My pleasure. You take care.
[CUSTOMER][POSITIVE] Thanks you as well.
[AGENT][NEUTRAL] Bye bye.