AccountId: 011433970860
ContactId: 47a770f3-5288-471a-933a-9c563384f9eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160279 ms
Total Talk Time (AGENT): 54503 ms
Total Talk Time (CUSTOMER): 28555 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/47a770f3-5288-471a-933a-9c563384f9eb_20250321T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify patients eligibility.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] And that is 15493.
[AGENT][NEUTRAL] 15493. Let me pull this up. One moment.
[AGENT][NEUTRAL] Right, um, I don't think that's their policy number. It might be the group number. Do you have their name or social? We can check that way.
[CUSTOMER][NEUTRAL] I do have her name. Last name [PII], first name [PII].
[AGENT][NEUTRAL] All right, [PII], thank you. Let me take a look that way, one moment.
[AGENT][NEUTRAL] And then what is her date of birth, please?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. So the patient does have an active plan. The effective date on this is [PII]. Would you like to take down the policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that number is gonna be 01.
[AGENT][NEUTRAL] 659-591.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much for your help today I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can do for you today?
[CUSTOMER][POSITIVE] No, that was it for today thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye-bye.