AccountId: 011433970860
ContactId: 22741803-6bef-4761-a7d8-1cdb4bf6b0fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191220 ms
Total Talk Time (AGENT): 53540 ms
Total Talk Time (CUSTOMER): 70498 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/22741803-6bef-4761-a7d8-1cdb4bf6b0fe_20250605T19:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] from our office.
[CUSTOMER][NEUTRAL] Just, uh, I want to know the, uh, patient, uh.
[CUSTOMER][NEUTRAL] V's name.
[AGENT][NEUTRAL] You're wanting to know what again? I'm sorry.
[CUSTOMER][NEUTRAL] Just I want to check the, the patient, uh patient name.
[AGENT][NEUTRAL] So you're calling for eligibility?
[CUSTOMER][NEUTRAL] Yeah, it.
[AGENT][NEUTRAL] OK, uh, what's that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, just a minute. Um.
[CUSTOMER][NEUTRAL] Yeah, the policy number is D as in Delta 49100065.
[AGENT][NEUTRAL] It's not one of our policy numbers. You have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient, the first name is uh [PII] and the last name is uh [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Yeah, our call back number is [PII].
[AGENT][NEUTRAL] OK, and let's see.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII], their effective date is [PII] and they are active on the policy.
[CUSTOMER][NEUTRAL] Could you say once again?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Could you say once again that date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, could please follow your name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please, uh, verify um.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with? Go ahead.
[CUSTOMER][NEUTRAL] Yeah, could you please, uh, yeah, could you please verify the patient name, but it's a [PII] is the first name or last name?
[AGENT][NEUTRAL] First name.
[CUSTOMER][NEUTRAL] The book is the first name, right? And the [PII] is the last name, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. Is there any group member?
[AGENT][NEUTRAL] 70095.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] 70095, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Mhm. You're welcome. Thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.