AccountId: 011433970860
ContactId: 38917990-6ec8-4a75-9d80-bae6bc3c2e9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134210 ms
Total Talk Time (AGENT): 35919 ms
Total Talk Time (CUSTOMER): 61120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/38917990-6ec8-4a75-9d80-bae6bc3c2e9e_20250613T20:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], calling from the provider's office for checking on an eligibility and benefit status for the patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, ma'am, the policy ID, uh, just give me a second. One moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a second. Almost done.
[CUSTOMER][NEUTRAL] Uh, ma'am, the policy ID is uh
[CUSTOMER][NEUTRAL] Uh, one sec. Oh.
[CUSTOMER][NEUTRAL] Uh, I don't have a policy ID, sorry.
[AGENT][NEUTRAL] What is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Oh thank you. Uh, [PII]. Last name is [PII], [PII] is the patient's date of birth.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Uh, the date of birth, ma'am?
[AGENT][NEUTRAL] Yes, [PII]. OK.
[CUSTOMER][NEUTRAL] Uh yes. [PII].
[AGENT][NEUTRAL] Uh, what state is the patient from?
[CUSTOMER][NEUTRAL] Uh, one moment. The patient is from, uh, [PII], ma'am.
[AGENT][NEUTRAL] Uh, do you have a city in [PII] they're from?
[CUSTOMER][NEUTRAL] Uh yes. Uh, the city name is uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, do not show that patient in our system. Do you have their social?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] Well, I'm sorry, I don't show that patient in our system, so you might need to contact the patient to verify their insurance.
[CUSTOMER][POSITIVE] Uh, OK, ma'am. Thank you so much for this information. And is there any reference number for our call?
[AGENT][POSITIVE] Oh you're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.