AccountId: 011433970860
ContactId: 5d6370f8-c84b-45f1-8d77-1e6cb28035da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123559 ms
Total Talk Time (AGENT): 66740 ms
Total Talk Time (CUSTOMER): 60761 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/5d6370f8-c84b-45f1-8d77-1e6cb28035da_20250314T14:35_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I am just looking for verification of eligibility on a patient please.
[AGENT][POSITIVE] OK, I'd love to help you check eligibility today. Do you mind if I snag your first name and a good callback number real quick?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] calling from Western OBGYN and a callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much, Miss [PII], and do you mind if I get that policy number as well?
[CUSTOMER][NEUTRAL] Yes, uh, her policy number is 02553460.
[AGENT][POSITIVE] Perfect. And give me just one second to get that pulled up for you, Ms. [PII]. Are you having a great day?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah we are. How about you?
[AGENT][POSITIVE] Oh, it's wonderful. It's like sunny and nice, and the birds are chirping, so I can't go wrong. I'm at [PII] based.
[CUSTOMER][NEUTRAL] Oh, so where are you at?
[CUSTOMER][NEUTRAL] Oh well you're getting some weather later.
[AGENT][NEGATIVE] Yeah, we're supposed to get like winds up to 70 miles an hour. I'm not ready for that.
[CUSTOMER][NEUTRAL] It, it sounds like you guys are kind of in a zone there.
[AGENT][NEGATIVE] Spring is a really hard time of year for.
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] What about you? Is your weather gonna be pretty um mellow today or?
[CUSTOMER][NEUTRAL] We're on the skirts of it. We're in [PII], so we're on the skirts of it like we're in that zone of it, but we're probably like more the rain sloppy snow stuff, so we won't, we won't get the winds like you all get so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, well, I hope it's just mellow for you and it's, it was more fuss than it was anything else.
[CUSTOMER][NEUTRAL] Yes, let's hope for uneventful.
[AGENT][NEUTRAL] And I do have that pulled up for you if you wouldn't mind verifying for me, pretty please your um insured's first and last name and date of birth.
[CUSTOMER][NEUTRAL] Uh yes, it is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. I do have um Ms. [PII] here. She's current and active and she's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect. I will note that. Thank you so much for your assistance on that. You have a great day.
[AGENT][POSITIVE] You too, Miss [PII], thanks for calling APL. Take care.
[CUSTOMER][POSITIVE] Yeah thank you bye.
[AGENT][NEUTRAL] Bye bye.