AccountId: 011433970860
ContactId: 645a7f21-e0d4-4fd9-83ce-ab0ce5becc90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206740 ms
Total Talk Time (AGENT): 26759 ms
Total Talk Time (CUSTOMER): 72566 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/645a7f21-e0d4-4fd9-83ce-ab0ce5becc90_20250214T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hello, this is [PII]. I'm calling from Next Level urgent care.
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEUTRAL] Uh, I just wanted to check a patient's eligibility status and also I needed some assistance with uh uh filing claims.
[AGENT][NEUTRAL] OK, what's the policy number to?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, uh, policy number is 683.
[CUSTOMER][NEUTRAL] 985.
[CUSTOMER][NEUTRAL] 111.
[AGENT][NEUTRAL] OK, do you have the American Public Life ID card?
[CUSTOMER][NEUTRAL] Um, this is the one that the patient provided me with. I just called him to provide us because for the date of service he didn't provide us with a member ID card, so I called him to tell me the member ID and this is the number that he gave me.
[AGENT][NEUTRAL] Spell the patient's first and last name.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] Spell the patient's first and last name please?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then and then [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's a good phone number in case?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, look, OK, so this my number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what state does [PII] reside?
[CUSTOMER][NEUTRAL] Uh sorry?
[AGENT][NEUTRAL] What state does he live? Where does he live? What state?
[CUSTOMER][NEUTRAL] Oh, yes. Uh, his state is
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], are you there?