AccountId: 011433970860
ContactId: 259fef11-97fd-4ee3-933f-fbab73abc057
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136119 ms
Total Talk Time (AGENT): 45432 ms
Total Talk Time (CUSTOMER): 62278 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/259fef11-97fd-4ee3-933f-fbab73abc057_20250416T13:59_UTC.wav
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[CUSTOMER][NEUTRAL] Dot
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is, um, let's see. I'm calling from her healthcare. I was calling just to verify, um, eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, um, I didn't catch your name. What was that?
[CUSTOMER][NEUTRAL] Let's see, that's [PII]
[AGENT][NEUTRAL] OK, let's see, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, you're calling for eligibility, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, so I'm not sure just because here it says um it gives me two it says in hospital benefits certification number and it says outpatient benefit certification number so we're just like a.
[AGENT][NEUTRAL] OK, either one will work.
[CUSTOMER][NEUTRAL] OK, so I have 02550922 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK. Uh, looks like this policy is terminated. Let me see if she's got a current one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, no, it looked like it terminated [PII].
[CUSTOMER][NEUTRAL] Term [PII] because here on her effective date on the card it says [PII].
[AGENT][NEUTRAL] Yeah, I've got it's it's [PII] effective [PII] termed, so I don't know if they entered her in.
[AGENT][NEUTRAL] Um, mistakenly, but she, I don't show an active policy.
[CUSTOMER][NEUTRAL] OK, mhm.
[CUSTOMER][NEUTRAL] She doesn't have any active policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK and then how do you spell your name again? I'm sorry?
[AGENT][NEUTRAL] And it's [PII], it's [PII]
[CUSTOMER][NEUTRAL] And and then what is the first letter to um to your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you and then um can I just get a good reference number for this call please?
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][POSITIVE] OK, I will go ahead and let the patient know. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.