AccountId: 011433970860
ContactId: 564be82b-17ea-4d2c-b032-e6db720e4db3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103970 ms
Total Talk Time (AGENT): 43226 ms
Total Talk Time (CUSTOMER): 42770 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/564be82b-17ea-4d2c-b032-e6db720e4db3_20250528T14:12_UTC.wav
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[AGENT][NEUTRAL] Morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, who am I speaking with?
[AGENT][NEUTRAL] This is [PII] with APL.
[CUSTOMER][NEUTRAL] Hey, hey, [PII], this is [PII] calling on behalf of Nova Health Urgent Care, and I was calling to see if you could assist me with checking eligibility for a member.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can verify eligibility for you. And your name is one more time, I'm sorry.
[CUSTOMER][NEUTRAL] It's on [PII]
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 02214153.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm showing this policy terminated [PII], and I don't show any active coverage.
[CUSTOMER][POSITIVE] OK, thank you so much I truly appreciate it.
[AGENT][NEUTRAL] Uh, yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you manage to have a uh call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much that's all I needed thank you.
[AGENT][POSITIVE] Oh, yes, ma'am. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.