AccountId: 011433970860
ContactId: 3729e320-ee91-4d29-b5e5-98a0eec39fa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198309 ms
Total Talk Time (AGENT): 89523 ms
Total Talk Time (CUSTOMER): 71735 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/3729e320-ee91-4d29-b5e5-98a0eec39fa0_20250107T22:57_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to get, um, eligibility on 2 patients please.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today and do you mind if I get your name and a good call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], and it's [PII].
[AGENT][POSITIVE] Wonderful and your patient's policy number today?
[CUSTOMER][NEUTRAL] OK, the first one, the policy number is 613-270.
[AGENT][NEUTRAL] 613-270.
[AGENT][NEUTRAL] Perfect and can you verify for me please your patient's first name, last name and date of birth?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Wonderful, thank you so much. I appreciate that and I see that your patient is current and active. It looks like she's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and um is she still with option A?
[AGENT][POSITIVE] That is a wonderful question. Let me check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes she is.
[CUSTOMER][NEUTRAL] OK, and, um, and it's still 1000 max.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, so that is it for that patient, and then I just have um another patient.
[AGENT][POSITIVE] OK, perfect. Give me one sec on a separate policy number.
[CUSTOMER][POSITIVE] With it's another yes ma'am.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] OK, perfect. Give me one second to refresh my system and get ready for another one.
[AGENT][NEUTRAL] What is the new policy number?
[CUSTOMER][NEUTRAL] OK, it is going to be 751-133.
[AGENT][NEUTRAL] Perfect and then this patient's first and last name and date of birth as well?
[CUSTOMER][NEUTRAL] It's uh [PII] and it is [PII].
[AGENT][POSITIVE] [PII]. Perfect. [PII] is also current and active with us. She is effective. I cannot talk. I'm so sorry. [PII].
[CUSTOMER][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] OK and then is she still the she.
[AGENT][NEUTRAL] And are you wanting to verify the same benefit information for her?
[CUSTOMER][NEUTRAL] Yeah, mhm, yeah, yes ma'am.
[AGENT][NEUTRAL] OK, let me pull up her benefit screen real fast.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][POSITIVE] Otherwise, thank you.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Because.
[AGENT][NEUTRAL] All right, she is still on.
[AGENT][NEUTRAL] She's still on option B and her calendar year benefit is still $1000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much. You have a great rest of your day, OK.
[AGENT][POSITIVE] Yeah, it's my pleasure and then likewise, [PII], you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Bye bye.