AccountId: 011433970860
ContactId: 62b73b09-fbf2-4bc9-a27c-f5879077659f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235029 ms
Total Talk Time (AGENT): 83636 ms
Total Talk Time (CUSTOMER): 97204 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/62b73b09-fbf2-4bc9-a27c-f5879077659f_20250417T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], this is [PII]. I just wanted to check your eligibility. Can you please help me with that?
[AGENT][POSITIVE] Yes, [PII], I can help you with eligibility, ma'am. Can I please get your callback number and the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Calling from managementation Services.
[AGENT][NEUTRAL] OK. And then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Go with the member ID number. I go with the member ID number so I can verify with that. It is member ID number is 01343232 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Hm. Patient's name is, uh, it is, uh, [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Uh, but
[AGENT][NEUTRAL] OK. All right, let me look that up real quick.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date of her policy is [PII] and it's active and current.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. Am I correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. [PII], OK. Payer ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. OK, thank you. And uh provide me the patient group number.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] The group number is 18256.
[CUSTOMER][POSITIVE] 18256. OK. Thank you so much. And uh can you please provide me, can you spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Uh, can you please provide me the PO box number, ma'am? I'm really sorry for that.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And uh can you please provide me the
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, OK. Uh,
[CUSTOMER][NEUTRAL] Uh, can you provide me the ZIP code? It is [PII]. Am I correct?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so
[CUSTOMER][NEUTRAL] Uh, can you spell your name?
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII] You pronounce it [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] Have a nice day. Bye-bye.
[AGENT][POSITIVE] You have a wonderful day too, Ms. [PII]. I appreciate you calling APL today.
[CUSTOMER][POSITIVE] Thank you and happy.
[AGENT][POSITIVE] Thank you. Happy [PII] to you too.
[CUSTOMER][POSITIVE] Happy Good Friday. Goodbye. Happy Easter. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.