AccountId: 011433970860
ContactId: 55d76dab-8609-4fd9-9709-3cedb226d80e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122970 ms
Total Talk Time (AGENT): 54561 ms
Total Talk Time (CUSTOMER): 43280 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/55d76dab-8609-4fd9-9709-3cedb226d80e_20250623T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office. I'd like to check the patient eligibility.
[AGENT][NEUTRAL] OK, I can assist with that [PII], what is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] It will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. What is the policy number please? Excuse me.
[CUSTOMER][NEUTRAL] It will be 016.
[CUSTOMER][NEUTRAL] 652
[CUSTOMER][NEUTRAL] 15 M as in Mike. L as in Lima, 8.
[AGENT][POSITIVE] OK, thank you so much [PII] one moment sir.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me just repeat that to you. I have that as 01665215 ML8.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Thank you, thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It will be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much for the verification process. I have that number pulled up and to recap you're calling for.
[CUSTOMER][NEUTRAL] all that.
[AGENT][NEUTRAL] Eligibility, would you need benefits as well?
[CUSTOMER][NEUTRAL] Uh, no, just the eligibility.
[AGENT][NEUTRAL] OK, of course, I can help you with that. Um, this number shows effective as of [PII], and this policy shows active as a secondary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got it. And your name?
[AGENT][NEUTRAL] My name is [PII], that is [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] Call reference.
[AGENT][NEUTRAL] My name and today's date?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK, that's all I need. Thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Take care, bye.