AccountId: 011433970860
ContactId: 61df1559-843d-40a4-b9d8-cd60b27499b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266549 ms
Total Talk Time (AGENT): 67809 ms
Total Talk Time (CUSTOMER): 57911 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/61df1559-843d-40a4-b9d8-cd60b27499b4_20250204T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to verify eligibility uh like a basic uh eligibility for a patient please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is going to be [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is going to be [PII].
[AGENT][NEUTRAL] And what is the patient's date of birth?
[CUSTOMER][NEUTRAL] Patient's date of birth is um actually sorry one second I don't have it in front of me OK it is going to be [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then what is the patient's policy number please?
[CUSTOMER][NEUTRAL] Patient's policy number is going to be 02147862.
[AGENT][POSITIVE] OK, let me look that patient up for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII], and if you give me your fax number I can send you a fax back with his benefit breakdown for you.
[CUSTOMER][NEUTRAL] Oh yes, that's going to be [PII].
[AGENT][NEUTRAL] OK. And then how do I spell your name, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. OK, I'm gonna put you on a brief hold. I'm gonna get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you, uh
[CUSTOMER][NEUTRAL] Is it sending right now or no because I already hear something.
[AGENT][NEGATIVE] Oh no, not that quick.
[AGENT][POSITIVE] I'm getting it ready for you now. That's OK. You're welcome.
[CUSTOMER][NEUTRAL] OK, OK, OK, there is someone else. OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII], so I have that fax back on its way to you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] OK thank you no that would be, that would be it thank you so much.
[AGENT][POSITIVE] You're very welcome you have a good rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.