AccountId: 011433970860
ContactId: 5821323c-a934-49be-a4bf-fd3ff969c25c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177729 ms
Total Talk Time (AGENT): 41791 ms
Total Talk Time (CUSTOMER): 79070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/5821323c-a934-49be-a4bf-fd3ff969c25c_20250507T21:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get uh the eligibility of two patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Do you have a name and a good callback number?
[CUSTOMER][NEUTRAL] Um, my name or the name of the patient?
[AGENT][NEUTRAL] Uh, name of yourself, sorry, yes, your name.
[CUSTOMER][NEUTRAL] Oh, my name is [PII], and a good callback number is [PII].
[AGENT][NEUTRAL] OK, thank you [PII]. Uh, do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, um, let me see here.
[CUSTOMER][NEUTRAL] Uh, so the policy number is 02154266.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. It looks like this policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And did you need benefits or just the eligibility?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Just the eligibility. Um, and then can I get a reference number?
[AGENT][NEUTRAL] A reference number is my name, [PII], and today's date. First initial to last name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7325.
[CUSTOMER][NEUTRAL] Alright, and then I also need the eligibility of another patient.
[AGENT][NEUTRAL] OK. And what is that policy number?
[CUSTOMER][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] Uh, let me pull it up.
[CUSTOMER][NEUTRAL] Um, let me see here, the policy number is gonna be.
[CUSTOMER][NEUTRAL] It's gonna be 0184.
[CUSTOMER][NEUTRAL] 6390.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Oh, the date of birth, so sorry, it's gonna be [PII].
[AGENT][NEUTRAL] Show this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And then same OK and then same reference number and everything. OK, sounds great thank you so much, [PII].
[AGENT][POSITIVE] Thanks for calling APL. Have a great evening.
[CUSTOMER][NEUTRAL] You as well bye bye.