AccountId: 011433970860
ContactId: 3c646727-639a-459f-ba4c-6801d1e79c02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112949 ms
Total Talk Time (AGENT): 51359 ms
Total Talk Time (CUSTOMER): 26568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/3c646727-639a-459f-ba4c-6801d1e79c02_20250325T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from private office checking for patient eligibility status.
[AGENT][NEUTRAL] I can help you, [PII], with eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, patient member ID is 02604008.
[AGENT][NEUTRAL] And what's your callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient first name is [PII].
[CUSTOMER][NEUTRAL] Patient last name is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you for that and we're looking for the effective date and if the policy is active.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I'm showing an effective date of [PII], and this policy is active. Any other questions, [PII], I can help with today?
[CUSTOMER][NEUTRAL] Mm patient have any group number?
[AGENT][NEUTRAL] The group number is 70058. Group name is Morales's Enterprises. I believe that information is also on the patient's ID card.
[CUSTOMER][NEUTRAL] OK, could you spell your name please?
[AGENT][NEUTRAL] [PII], first initial last name is [PII] Use my name in today's date as reference for today's call, and anything else I can help out with today, [PII]?
[CUSTOMER][POSITIVE] Yeah, nothing. Thank you. Have a nice day.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.