AccountId: 011433970860
ContactId: 4796876a-ee31-4b4f-bc2e-d1eb5b8d5e59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106080 ms
Total Talk Time (AGENT): 52010 ms
Total Talk Time (CUSTOMER): 57567 ms
Interruptions: 3
Overall Sentiment: AGENT=2.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/4796876a-ee31-4b4f-bc2e-d1eb5b8d5e59_20250227T14:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling A. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] To make an app just calling to confirm.
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from my doctor's office just to check the eligibility of a of a patient.
[AGENT][NEUTRAL] Sure, you said your name was [PII]?
[CUSTOMER][POSITIVE] Yes correct how are you?
[AGENT][POSITIVE] Uh, can I have a callback number for you and that policy number? I'm wonderful, thanks for asking. How are you?
[CUSTOMER][NEUTRAL] Yeah, it's of course.
[CUSTOMER][NEUTRAL] Yeah, I'm fine. Um, the callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is that her member number is 02340533.
[AGENT][NEUTRAL] Could you verify the patient's name and the date of birth?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[CUSTOMER][NEUTRAL] And her birthday is [PII].
[AGENT][NEUTRAL] So I'm gonna transfer you to well well I every time I, I'm gonna try to transfer you but the call always disconnect but let me give you the.
[CUSTOMER][NEUTRAL] Oh, no problem. Yeah, it's, it's just because it's just because whenever I choose the options, all of the options, none of them are like primary care and medical, so I didn't know which one to click, so I just clicked on like the first one.
[AGENT][POSITIVE] Got you, no worries.
[AGENT][NEUTRAL] So, um, let me give you the number to web TPA. Yes, I'm gonna give you the number, so let me know when you're ready for it, [PII].
[CUSTOMER][POSITIVE] Do you have a number I can call for them? OK, perfect.
[CUSTOMER][POSITIVE] Yep, I'm ready for it.
[AGENT][NEUTRAL] It's [PII]. That's [PII] and that's web TPA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no problem, I will go ahead and give them a call.
[AGENT][NEUTRAL] So let me see if I could transfer you hold on one moment, OK?
[CUSTOMER][NEUTRAL] Uh, it's OK. I'll, I'll, I'll just go ahead and call them. No, no biggie.
[AGENT][POSITIVE] OK then, well thanks for calling APL [PII] you have a great day. You're welcome. Goodbye.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[CUSTOMER][POSITIVE] You as well take care.
[AGENT][POSITIVE] Thanks bye.