AccountId: 011433970860
ContactId: 5de8d3ec-f9a3-454c-b7a4-78a6fe4946f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97080 ms
Total Talk Time (AGENT): 42458 ms
Total Talk Time (CUSTOMER): 38536 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/5de8d3ec-f9a3-454c-b7a4-78a6fe4946f5_20250303T19:05_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII]?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last initial W [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] 0179.
[CUSTOMER][NEUTRAL] 01797912.
[AGENT][POSITIVE] Thank you. Can you verify the patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Uh, we have uh [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and could you provide me with that callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Oh, of course, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify outpatient benefits for [PII].
[CUSTOMER][NEUTRAL] Yes, that is correct. Um, if they have eligibility if they have active coverage.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Alrighty and a reference for the call.
[AGENT][NEUTRAL] We don't provide those unfortunately, [PII]. however, you can use my name and today's date as a reference.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last initial?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Alrighty, [PII], thanks so much for your help today. You have a great day and stay safe.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APA. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So