AccountId: 011433970860
ContactId: 5502f795-395b-4d26-9d1a-362fa7f71fce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93069 ms
Total Talk Time (AGENT): 32782 ms
Total Talk Time (CUSTOMER): 39890 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/5502f795-395b-4d26-9d1a-362fa7f71fce_20250625T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling to verify the um insurance eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] My name is [PII] L. I'm calling from Palmetto Primary Care Oakbrook.
[AGENT][POSITIVE] OK, thank you. And then so can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02609209.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Last name [PII], first name [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much I appreciate it.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that is all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you do the same.
[AGENT][POSITIVE] Thank you. Bye bye.