AccountId: 011433970860
ContactId: 5bf136ab-65ab-4904-8012-8904e8eb61c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203600 ms
Total Talk Time (AGENT): 86765 ms
Total Talk Time (CUSTOMER): 68738 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/5bf136ab-65ab-4904-8012-8904e8eb61c7_20250206T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from our office. I need to check eligibility information.
[AGENT][POSITIVE] OK, it would be my pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Policy number 01659880 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And [PII], what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and last name is going to be [PII], and date of birth is going to be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one moment, I'm checking on that for you.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And what did you say the date of birth was?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And that is for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I can help you with that eligibility. Now the policy number that you gave me is no longer active as of [PII]. [PII] does have active coverage, but it's under another policy number. Can I give you his active policy information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK. As of January this, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me get to that. As of [PII], [PII]'s active policy number is 249.
[AGENT][NEUTRAL] 7486.
[CUSTOMER][POSITIVE] Thank you so much and is there a group number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There is a group number. That group number is.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 15493
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][POSITIVE] OK, thank you so much and sorry may I get your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] It was a pleasure to assist you with that eligibility, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK thank you so much. Uh, I have the call the phone number for the patient.
[AGENT][NEUTRAL] It would be my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much bye have a nice day.
[AGENT][POSITIVE] And thank you today for calling APL. You have a lovely afternoon.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.