AccountId: 011433970860
ContactId: 31f803d1-c673-4355-bd75-57a252033480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117089 ms
Total Talk Time (AGENT): 34916 ms
Total Talk Time (CUSTOMER): 61864 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/31f803d1-c673-4355-bd75-57a252033480_20250506T19:18_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 for calling for a vital MD group calling LLC. I'm calling for a member eligibility before I process we will inform that it's calling is recorded for quality and training purpose. Would you like to continue the recording?
[AGENT][NEUTRAL] You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It's 02597293.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yeah, it's [PII].
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] What is your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said you're just needing eligibility dates?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Yeah. Patient name is uh [PII], and the date of birth is
[CUSTOMER][NEUTRAL] Um, yeah, the date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information. I have your effective, the effective date, which is [PII], and the policy is active.
[CUSTOMER][POSITIVE] Yeah, thank you so much. And uh could you, and uh could you verify that uh uh the policy is uh secondary, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, thank you so much. And yeah, could you help me with the call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name in today's date, [PII]
[AGENT][NEUTRAL] And first initial last name is [PII]?
[CUSTOMER][POSITIVE] Yeah, thank you so much, [PII], and you're very helpful for me and have a nice day, [PII]. Bye for now.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, you do.
[AGENT][NEUTRAL] Bye bye.