AccountId: 011433970860
ContactId: 59c36061-0d3a-4f76-99a7-25e3fecf9669
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322140 ms
Total Talk Time (AGENT): 84589 ms
Total Talk Time (CUSTOMER): 69995 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/59c36061-0d3a-4f76-99a7-25e3fecf9669_20250117T17:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you? Hello?
[CUSTOMER][NEUTRAL] I'm sorry, who am I? I'm sorry, you broke up on me. Who am I speaking with?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, hi [PII], my name is [PII].
[AGENT][NEUTRAL] Hello. Hi.
[CUSTOMER][NEUTRAL] How are you doing? I'm calling from uh Fast-paced urgent care. I'm actually calling to just verify eligibility for a patient that's here, um, wanting to be seen.
[AGENT][NEUTRAL] OK, and [PII], may I have your call back number if we are disconnected?
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[AGENT][NEUTRAL] Thank you. May I have the policy number please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, it's D as in David 434-063-777.
[AGENT][NEUTRAL] One moment please, and may I have the member's last name then first?
[CUSTOMER][NEUTRAL] One more time, you, you wanted his name?
[CUSTOMER][NEUTRAL] Or did you ask for the date of birth? You broke up on me.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Um, the patient's name.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, one
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what state does Mr.
[AGENT][NEUTRAL] Yeah reside in.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Almost there, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I place you on hold?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] So thank you so much.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Patience with me, [PII]. I was able to locate the policy and the policy that I was located it termed as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said the policy term?
[AGENT][NEUTRAL] I see, give me one second.
[AGENT][POSITIVE] Yes, uh, give me one second please. I'm sorry, give me one moment more.
[AGENT][NEUTRAL] Still searching.
[AGENT][NEUTRAL] OK, thank you, let me provide you with the policy number I was able to.
[AGENT][NEUTRAL] Locate an active policy number. Let me provide that policy number to you.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The policy number is 256.
[AGENT][NEUTRAL] 7350.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this policy shows effective as.
[CUSTOMER][NEUTRAL] 267,350 is.
[CUSTOMER][NEUTRAL] You said 267.
[AGENT][NEUTRAL] [PII], can I call you right back?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, because I'm, I'm not sure if it's my connection, but let me call you right back and again that callback number you provided me is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEGATIVE] I you broke up, you broke up it's [PII].
[AGENT][NEUTRAL] OK let me call you right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you