AccountId: 011433970860
ContactId: 5c639e96-c49e-4924-aedc-654bb1410b25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166139 ms
Total Talk Time (AGENT): 54548 ms
Total Talk Time (CUSTOMER): 77695 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/5c639e96-c49e-4924-aedc-654bb1410b25_20250324T16:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to get um eligibility on a member.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Yes, OK. It is 024.
[CUSTOMER][NEUTRAL] 152.
[CUSTOMER][NEUTRAL] 85
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is um [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. You said your name was [PII]?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, [PII] Mhm.
[AGENT][NEUTRAL] [PII], this policy has been active since [PII] and it's currently active and you're calling to verify outpatient benefits.
[CUSTOMER][NEUTRAL] No, just um eligibility. So you said effective.
[AGENT][NEUTRAL] OK, so the policy is currently active.
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK, so 11 last, yes, one last thing, um, I just need to know, um, it, on this, does it, is, do they have like a group number or group name on this plan?
[AGENT][NEUTRAL] Yes, they do.
[AGENT][NEUTRAL] I can give it to you, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Group number is 26087.
[CUSTOMER][NEUTRAL] Uh-huh. OK, thank you. And the name?
[AGENT][NEUTRAL] And the name is [PII]
[CUSTOMER][POSITIVE] Thank you very much. And she's the dependent, right? Just making sure on this plan.
[AGENT][NEUTRAL] Yes, she is.
[CUSTOMER][NEUTRAL] OK. Thank you, [PII]. Is that [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Uh, OK, and what's the first initial of your last name, please, and the reference number?
[AGENT][NEUTRAL] R [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so reference number is your name?
[AGENT][NEUTRAL] Yes, my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a wonderful rest of your day.
[AGENT][NEUTRAL] You do the same. Thanks for calling APL. Goodbye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.