AccountId: 011433970860
ContactId: 4f720483-1bb0-45a6-88be-9a83c8b8b091
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172779 ms
Total Talk Time (AGENT): 65053 ms
Total Talk Time (CUSTOMER): 62720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/4f720483-1bb0-45a6-88be-9a83c8b8b091_20250623T19:45_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], this is [PII], last initial [PII], just calling to verify eligibility for two separate patients, please.
[AGENT][NEUTRAL] OK, [PII], happy to check eligibility. Do we have a policy number?
[CUSTOMER][NEUTRAL] 01670174
[AGENT][NEUTRAL] All right. And then if I could get patient's name and date of birth.
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Eiser, date of birth [PII].
[AGENT][NEUTRAL] Thank you. So, this patient is active. The effective date is gonna be [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Uh, is there any group name and group number for this plan?
[AGENT][NEUTRAL] Yeah, let's take a look, uh.
[AGENT][NEUTRAL] Group number is gonna be 23016.
[AGENT][NEUTRAL] And the group name is Protech International Security.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then we have another one.
[CUSTOMER][NEUTRAL] I have one more. Yeah, let me pull it up, one sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so next one, it's 02296625.
[AGENT][NEUTRAL] And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this patient does have an active plan. It's a different policy number. Would you like to copy that down?
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] Um, 02502658.
[AGENT][NEUTRAL] And effective date on this is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Right, and I have group number 15493. Is that still correct?
[AGENT][NEUTRAL] Mhm, yes ma'am, it's city of [PII].
[CUSTOMER][POSITIVE] All right. Perfect. That's all the information I needed. Thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] You're welcome. You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye