AccountId: 011433970860
ContactId: 2acde4c1-f198-4711-aa0c-517d9a7ae00d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98720 ms
Total Talk Time (AGENT): 29032 ms
Total Talk Time (CUSTOMER): 60174 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/2acde4c1-f198-4711-aa0c-517d9a7ae00d_20250211T15:33_UTC.wav
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[AGENT][NEUTRAL] Calling APO, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Oh hey, [PII], how are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Doing good thank you. I had actually just hung up with somebody else named [PII] like 10 minutes ago. Um, she was checking the eligibility of a patient for me and she told me that the patient was active and everything, but I wanted to know if I can get the information of the employer so I can add it to their COB form here.
[AGENT][NEUTRAL] OK, and what is that, um, uh, first I'll need to get a good call back number for you, [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, of course, a callback number is [PII].
[AGENT][NEUTRAL] OK, and what's the patient's policy?
[CUSTOMER][NEUTRAL] And my extension is 58528. Sorry.
[AGENT][NEUTRAL] OK, and what is the patient's policy?
[CUSTOMER][NEUTRAL] Uh, patient's policy is 01923356 M as in Mary, L as in Lima, and then the number 7.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] OK, I'm showing that the group name is.
[AGENT][NEUTRAL] Magaya Corporation.
[CUSTOMER][NEUTRAL] Magaya corporations. OK, that's also what I might have seen on here, but I just wanted to make one like I wanted to be 100% sure.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, Magaya Corporation. OK, perfect. OK, that's all I needed then. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day. You too.
[CUSTOMER][POSITIVE] Have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.