AccountId: 011433970860
ContactId: 2721ad73-205a-444c-b207-c1111ecd584b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106839 ms
Total Talk Time (AGENT): 42786 ms
Total Talk Time (CUSTOMER): 38669 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/2721ad73-205a-444c-b207-c1111ecd584b_20250127T17:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][POSITIVE] Yeah, I'd love to help you with eligibility, Miss [PII], do you mind if I snag a quick call back number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And what is that member's policy number?
[CUSTOMER][NEUTRAL] It is 1389743.
[AGENT][POSITIVE] Perfect, let me get that pulled up for you real quick one moment.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Would you be able to verify for me, please, your, your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes. One moment.
[CUSTOMER][NEUTRAL] It is uh [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Perfect. I do see, um, I do see him here. It looks like this policy is no longer active though it looks like it terminated on [PII].
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name for me?
[AGENT][NEUTRAL] You bet it's [PII], first initial, last name, [PII].
[CUSTOMER][POSITIVE] Thank you, [PII], sir, for the day.
[AGENT][POSITIVE] My pleasure you take care, Miss [PII].
[CUSTOMER][POSITIVE] Yeah, thank you. Bye.
[AGENT][NEUTRAL] Bye bye.