AccountId: 011433970860
ContactId: 22b02604-b302-4e2d-92c7-393210d9b45e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107199 ms
Total Talk Time (AGENT): 43312 ms
Total Talk Time (CUSTOMER): 39005 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/22b02604-b302-4e2d-92c7-393210d9b45e_20250616T14:40_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Para's office checking on a claim. Sorry, checking on eligibility for a member.
[AGENT][NEUTRAL] OK. Happy to check eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] So, before that, I would like to inform you that this call is being recorded for quality and training purposes. Policy number starts with 02569520.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And then for documentation, may I have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And then patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. The patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Help me with the claim mailing address.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Sure, let me give you your call reference number.
[AGENT][NEUTRAL] It's going to be my name with today's date. My name is [PII], that's [PII] initial to my last name is [PII], then today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day.
[AGENT][NEUTRAL] You too bye bye.