AccountId: 011433970860
ContactId: 4821e5d8-ee78-4560-979d-c81be9e72f85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122080 ms
Total Talk Time (AGENT): 40911 ms
Total Talk Time (CUSTOMER): 57192 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/4821e5d8-ee78-4560-979d-c81be9e72f85_20250403T19:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I want uh eligibility for uh Mr. [PII].
[AGENT][NEUTRAL] OK, are you with the provider's office?
[CUSTOMER][NEUTRAL] Yes, I am calling from NMed, uh huh.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh huh my name will be [PII].
[CUSTOMER][NEUTRAL] And my number will be [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, the, uh, would it be the preparer's ID is 60801.
[AGENT][NEUTRAL] Uh, it'll be a policy or certificate number.
[CUSTOMER][NEUTRAL] Oh yes, the policy that'll be 02292679.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Mhm you're welcome.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] OK, the patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and you just needed eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Uh, looks like I've got him effective [PII], and the policy is current and active.
[CUSTOMER][NEUTRAL] OK, so he is eligible and uh can you give me a reference number please?
[AGENT][NEUTRAL] Uh, reference number is just my name and then the first initial of my last name. So it's [PII], and then [PII] as [PII] dog, and today's date.
[CUSTOMER][NEUTRAL] OK. [PII], who you spell your name? [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[AGENT][POSITIVE] Oh, thank you and I hope you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right, you do the same bye bye.
[AGENT][NEUTRAL] Bye