AccountId: 011433970860
ContactId: 3d37dea9-b9ae-4026-8aa6-4a2b28be9ca5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95589 ms
Total Talk Time (AGENT): 48966 ms
Total Talk Time (CUSTOMER): 34703 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/3d37dea9-b9ae-4026-8aa6-4a2b28be9ca5_20250117T16:07_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] Hi [PII], my name is [PII] with Center for Women's Health, and I need to check eligibility on a patient.
[AGENT][POSITIVE] I'd love to help you with eligibility today, sir. Do you mind if I snag a quick call back number from you?
[CUSTOMER][NEUTRAL] For, uh, it's [PII].
[AGENT][POSITIVE] Thank you I appreciate that and what's the member's ID number?
[CUSTOMER][NEUTRAL] Um, ID number is 017201792084.
[AGENT][POSITIVE] 84 perfect. Give me one moment to get that pulled on up for you my friend.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see, wonderful. Would you be able to go ahead and verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] um and then [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. I do see [PII] right here. It looks like she's current and active with us. Her effective date is [PII].
[AGENT][NEUTRAL] And then as far as eligibility goes, is there anything else you're needing today?
[CUSTOMER][NEUTRAL] That's it, just a call reference number if possible.
[AGENT][POSITIVE] Oh, yeah, wonderful. That's gonna be my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much have a great rest of your day.
[AGENT][POSITIVE] Hey, my pleasure, [PII]. Thank you for calling and you have such a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.