AccountId: 011433970860
ContactId: 326d4712-e6d5-48aa-ae12-5e9f2e5ee804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161339 ms
Total Talk Time (AGENT): 70888 ms
Total Talk Time (CUSTOMER): 38942 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/326d4712-e6d5-48aa-ae12-5e9f2e5ee804_20250421T13:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Medical University to verify patients patients eligibility.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. May I have your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and also may I have the policy number?
[CUSTOMER][NEUTRAL] D as in Delta 4373
[CUSTOMER][NEUTRAL] 2734.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] What is the member's last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. And I'm looking up the member by name. um thank you for your patience. And may I please have the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. One moment please.
[AGENT][NEUTRAL] And if you could verify [PII]'s date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now are you calling from medical um eligibility, [PII]?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with that. Now the policy I found shows effective as of [PII] and it shows active.
[CUSTOMER][NEUTRAL] I have the correct ID number.
[AGENT][NEUTRAL] The ID number that we have or the policy number that we have is.
[AGENT][NEUTRAL] 02
[AGENT][NEUTRAL] 5946664.
[CUSTOMER][NEUTRAL] And can I verify the claim's mailing address?
[AGENT][POSITIVE] Yes, ma'am, you can.
[AGENT][NEUTRAL] Excuse me, I'm sorry.
[AGENT][NEGATIVE] Pardon me.
[AGENT][NEUTRAL] Claims should be sent to [PII].
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome [PII]. Anything else I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great week and take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thanks for calling APL.