AccountId: 011433970860
ContactId: 3011be6c-a7ba-4a47-b3b2-ed3143099774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113260 ms
Total Talk Time (AGENT): 46388 ms
Total Talk Time (CUSTOMER): 64840 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/3011be6c-a7ba-4a47-b3b2-ed3143099774_20250226T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and I'm calling from Saint P Physicians Network. I'm trying to, um, verify, uh, eligibility, um, for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. Uh, what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, yes ma'am, uh, the policy number is 02583067.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] It's like what I do and I'm like, you know what that is actually it.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, yes ma'am, [PII], um.
[CUSTOMER][NEUTRAL] Um, sorry, let's see, I'm back [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, it is, um, Miss [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for eligibility for her?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, [PII], her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] Active. OK, let's see, alright, um, and do you have a reference number for the call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, and you want, do you mind spelling it for me?
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then you said and today's date?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][POSITIVE] With it, OK, alrighty, thank you so much, Miss. [PII].
[AGENT][POSITIVE] You're welcome. Thanks for calling APL Ms. [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] OK bye. You too alright bye bye.
[AGENT][NEUTRAL] Bye.