AccountId: 011433970860
ContactId: 4bdd87a1-14bd-42f5-8a7c-9e38589996d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132949 ms
Total Talk Time (AGENT): 52514 ms
Total Talk Time (CUSTOMER): 52257 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/4bdd87a1-14bd-42f5-8a7c-9e38589996d4_20250523T19:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have 01611558.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so, uh, his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] Alrighty and then a reference, is this your first and last initial?
[AGENT][NEUTRAL] Uh, yes ma'am, you can use my name in today's date as reference.
[CUSTOMER][POSITIVE] Alrighty and then I have another patient if you can um help me with that.
[AGENT][NEUTRAL] Sure, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's the next policy number?
[CUSTOMER][NEUTRAL] 022749887.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] And we have uh uh DSi uh Labrata 83101.
[AGENT][NEUTRAL] OK. Uh so her effective date is [PII] and she is active on the policy as well.
[CUSTOMER][NEUTRAL] Alrighty, and then may I have your first name and last initial, I'm sorry.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Alrighty [PII], thanks so much for your help. You have a great day and stay safe. Enjoy your weekend.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye.