AccountId: 011433970860
ContactId: 54c5c8e4-e0da-4246-b442-ba8b03613399
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129250 ms
Total Talk Time (AGENT): 56776 ms
Total Talk Time (CUSTOMER): 42442 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/54c5c8e4-e0da-4246-b442-ba8b03613399_20250217T15:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding the eligibility status for [PII] for.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII], what is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Uh yes. Uh, it is 0244.
[CUSTOMER][NEUTRAL] 3965.
[AGENT][NEUTRAL] And the patient's name and date of birth please.
[CUSTOMER][NEUTRAL] Yeah, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] And it would be my pleasure to help you with the eligibility form of [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], I'm showing the policy is no longer active. This policy termed on 3-17-2024.
[CUSTOMER][NEUTRAL] And uh what is the effective date?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I know, I'm just repeating the information. The policy was effective from [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Um, uh, can you please spell your name for me?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much. May I have the uh call reference number?
[AGENT][NEUTRAL] It's my name in today's date.
[CUSTOMER][POSITIVE] Alright, thank you, [PII].
[AGENT][POSITIVE] It's been my pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Great day have a great day bye bye.
[AGENT][NEUTRAL] Bye-bye.