AccountId: 011433970860
ContactId: 3684e0af-d876-464e-810e-a245286f2a7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123150 ms
Total Talk Time (AGENT): 43727 ms
Total Talk Time (CUSTOMER): 53748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/3684e0af-d876-464e-810e-a245286f2a7b_20250130T18:36_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from uh ordering provider's office. Um, I just need to check, um.
[CUSTOMER][NEUTRAL] Uh, eligibility of a patient.
[AGENT][POSITIVE] Sure, I can assist you with it.
[AGENT][NEUTRAL] Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And uh callback number [PII] and I'm sorry if you could spell your name for me as well I didn't, I didn't catch it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] You're welcome. What is the policy number of the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] It is 01423389 ML 7.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] Spell the first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] Perfect and then uh with this uh member's policy, uh, authorization is not required for outpatient exams?
[AGENT][NEUTRAL] No, this is a gap insurance, so no.
[CUSTOMER][NEUTRAL] Perfect and then do you have a call reference number?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference, [PII], you said your name was [PII]?
[CUSTOMER][POSITIVE] Perfect. Thank you.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Unfortunately we don't provide reference numbers, but you can use my name in today's date as reference. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you, bye.