AccountId: 011433970860
ContactId: 37e78951-bfce-4f81-a7d2-1cfefa3c13c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170479 ms
Total Talk Time (AGENT): 63985 ms
Total Talk Time (CUSTOMER): 48311 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/37e78951-bfce-4f81-a7d2-1cfefa3c13c8_20250109T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the product office to check the patient's elig status, and the callback number is [PII].
[AGENT][POSITIVE] Yeah thank you and I appreciate you giving me your callback number. I can look up eligibility for you. What is the patient's name?
[CUSTOMER][NEUTRAL] [PII] name it's.
[CUSTOMER][NEUTRAL] It's said many
[CUSTOMER][NEUTRAL] [PII] date of birth, March, sorry, [PII].
[AGENT][NEUTRAL] OK, and that birthday was [PII]?
[CUSTOMER][NEUTRAL] No, no, no, no. [PII].
[AGENT][NEUTRAL] [PII]. OK and then what is the um insured's policy number?
[CUSTOMER][NEUTRAL] 023313-08 ML 8.
[AGENT][NEUTRAL] OK. Let me pull that policy in real quick.
[AGENT][NEUTRAL] OK, I show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] I'm sorry, I apologize. The effective date [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] My mistake, I'm sorry.
[CUSTOMER][NEUTRAL] [PII] plan type.
[AGENT][NEUTRAL] A Medlink
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] My link.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Group number?
[AGENT][NEUTRAL] Group number 25,240.
[CUSTOMER][NEUTRAL] Payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Your name, please?
[AGENT][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] Your name?
[AGENT][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] Yeah, your name, please?
[AGENT][NEUTRAL] Uh my name is [PII]
[CUSTOMER][NEUTRAL] You why?
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][POSITIVE] Sorry. OK, [PII]. Thanks for the information and have a nice day. Thanks, sir, bye.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're very welcome thank you for calling APL. You have a great day too, [PII].
[CUSTOMER][NEUTRAL] OK.