AccountId: 011433970860
ContactId: 47e65dba-953c-45af-9045-1e86d85c74a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107480 ms
Total Talk Time (AGENT): 42201 ms
Total Talk Time (CUSTOMER): 49539 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/47e65dba-953c-45af-9045-1e86d85c74a8_20250113T14:43_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] calling from the provider's office to check patient medical eligibility. Could you please help?
[AGENT][NEUTRAL] I can help [PII]. What is your callback number if we're disconnected please?
[CUSTOMER][NEUTRAL] [PII] with the extension [PII].
[AGENT][NEUTRAL] What is the policy number please thank you.
[CUSTOMER][NEUTRAL] It is 01935875.
[AGENT][NEUTRAL] OK, that was 01935875. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is uh [PII] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you very much for that verification process, [PII]. You're calling for eligibility and benefits. I can help you with both. This policy shows effective as of [PII] and it shows active.
[AGENT][NEUTRAL] Give me one moment please, and what benefits would you need for the member?
[CUSTOMER][NEUTRAL] And I just need the eligibility only. Could you please repeat the effective date one more time?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name for me?
[AGENT][NEUTRAL] [PII] last initial [PII], and spell your first name for me as well, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, my name spells like [PII].
[AGENT][POSITIVE] OK, thank you very much for the information. Anything else I can assist you with, [PII]?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you for your help.
[AGENT][POSITIVE] You're very welcome thank you for calling APL take care bye.
[CUSTOMER][NEUTRAL] You do the same bye.