AccountId: 011433970860
ContactId: 251ea1c1-ea0d-41d2-8669-9fd4b974d2c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120839 ms
Total Talk Time (AGENT): 44994 ms
Total Talk Time (CUSTOMER): 44406 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/251ea1c1-ea0d-41d2-8669-9fd4b974d2c6_20250422T15:37_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], my name is [PII]. I'm calling from TMH physicians. I'm calling to get members eligibility and verify um if they have active coverage.
[AGENT][NEUTRAL] OK, I can help you spell your name for me.
[CUSTOMER][NEUTRAL] [PII] last is [PII].
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It is 02606091.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], wait a minute, no, I'm saying it wrong. [PII].
[AGENT][POSITIVE] [PII]. OK, thank you.
[AGENT][NEUTRAL] And you said you pronounce your name is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's [PII], it's [PII].
[AGENT][NEUTRAL] [PII]. OK, neither. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And we're just checking eligibility dates.
[CUSTOMER][POSITIVE] Um, yes, they're coming in for a well woman, so that should be covered at 100%.
[AGENT][NEUTRAL] OK, I'm showing the policy effective date is [PII].
[AGENT][NEUTRAL] 25 and the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so can I just have the first is your your last name and if there's a call reference please?
[AGENT][NEUTRAL] Uh, you'll use my name in today's date as your reference, [PII] and then first initial and last name is [PII]. And any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that will be all. Thank you for your time and help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.