AccountId: 011433970860
ContactId: 47ed8e68-adb6-4680-b42b-eca514b797a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139940 ms
Total Talk Time (AGENT): 47857 ms
Total Talk Time (CUSTOMER): 41982 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/47ed8e68-adb6-4680-b42b-eca514b797a7_20250618T20:06_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] and I'm calling from Community Health Centers.
[CUSTOMER][NEUTRAL] And I was trying to get benefit eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yeah, 025.
[CUSTOMER][NEUTRAL] 80929
[AGENT][NEUTRAL] Give me just one moment to look them up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, yeah, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Right, I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And did you have any uh specific benefit questions that you had inpatient or outpatient?
[CUSTOMER][NEUTRAL] Um, no, do you have like a reference or like a confirmation number that they have the benefits?
[AGENT][NEUTRAL] Um, a confirmation number that they have benefits.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] um.
[AGENT][NEGATIVE] I do not. It looks like we just sent them their policy ID card back in December, and, but there's no um
[AGENT][NEUTRAL] There's no confirmation number or anything tied to that.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Great. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.