AccountId: 011433970860
ContactId: 5963039f-ac0f-4cb1-b831-3babf881dec9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118819 ms
Total Talk Time (AGENT): 44530 ms
Total Talk Time (CUSTOMER): 43806 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/5963039f-ac0f-4cb1-b831-3babf881dec9_20250212T18:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check eligibility.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 774982.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thanks for that information, [PII], and you just wanting the eligibility date.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing the policy effective date.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And give me one second, let me get to the other section and I'll let you know if it's active. It is active at this time.
[CUSTOMER][NEUTRAL] OK, and by chance are you able to fax that information?
[AGENT][NEUTRAL] Fax over.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What am I able to fax what information?
[CUSTOMER][NEUTRAL] The eligibility.
[AGENT][NEUTRAL] Well I mean I could fax it with the schedule of benefits.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] It's on the schedule. What do you want that fax?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And anything else I can help out with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alrighty well thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Alright thank you you too bye.
[AGENT][NEUTRAL] You too, [PII].