AccountId: 011433970860
ContactId: 5edcdb80-4223-4599-8e2b-c1ddb5a8fe74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167440 ms
Total Talk Time (AGENT): 61354 ms
Total Talk Time (CUSTOMER): 85535 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/5edcdb80-4223-4599-8e2b-c1ddb5a8fe74_20250321T18:15_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, ma'am. My name is [PII] calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][POSITIVE] Yes, I'll be more than happy to assist you with the eligibility. And did you say your name was [PII]?
[CUSTOMER][NEUTRAL] My name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] Can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] with extension [PII]. And the policy number is going to be 2341084.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes, it is [PII]. The date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name for me?
[AGENT][NEUTRAL] And what type of benefits
[CUSTOMER][NEUTRAL] No, no, just eligibility only.
[AGENT][NEUTRAL] My name is
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Uh, I do have one more patient, [PII]. Could you please help?
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] 01887320
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And I'm showing that the policy has been active since [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. Is there any call reference number for this call?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help and have a great day.
[AGENT][POSITIVE] Thank you [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that's all for the day.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah, bye.