AccountId: 011433970860
ContactId: 5132a1f9-3c7b-4939-aa0d-9e1d70408804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118150 ms
Total Talk Time (AGENT): 48123 ms
Total Talk Time (CUSTOMER): 43519 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/5132a1f9-3c7b-4939-aa0d-9e1d70408804_20250501T19:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I can assist with that, of course, and may I have your name?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[AGENT][NEUTRAL] Thank you, [PII]. My last initial is [PII] May I have your callback number? I'm sorry. Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. And what is that policy number please for the patient?
[CUSTOMER][NEUTRAL] Uh, policy number shows 02509515.
[AGENT][NEUTRAL] OK, let me just repeat that to make sure I have that correct. I have that as 02509515.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, we have.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and if you would verify the date of birth one more time for me please.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] OK, thank you so much and you're calling to verify eligibility. Would you need benefits as well for the member?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just eligibility for now.
[AGENT][NEUTRAL] OK, member shows effective as of [PII] and policy shows active.
[CUSTOMER][NEUTRAL] Alrighty and the reference number is first initial last um last name 1st, 1st name, last initial, sorry.
[AGENT][NEUTRAL] Yes, and today's date.
[CUSTOMER][POSITIVE] In today's date, alrighty, Miss [PII], that is all I need from you for today. Thanks so much for your help. You have a great day and stay so.
[AGENT][POSITIVE] You as well thank you so much for calling APL Crystal. Take care bye.
[CUSTOMER][POSITIVE] Thank you bye bye.