AccountId: 011433970860
ContactId: 65a7466a-707f-40d5-9c68-a11b56c88537
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212350 ms
Total Talk Time (AGENT): 74872 ms
Total Talk Time (CUSTOMER): 83267 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/65a7466a-707f-40d5-9c68-a11b56c88537_20250409T13:15_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling PO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on the patient eligibility. Could you please help for that?
[AGENT][POSITIVE] Yeah, sure, I can assist you with eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Uh, yes, you're right.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, the member ID is.
[CUSTOMER][NEUTRAL] 0226.
[CUSTOMER][NEUTRAL] 323 9.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] All right, thank you. One moment, let me pull that information.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII], and the last name is [PII]. It's [PII].
[CUSTOMER][NEUTRAL] [PII] and the patient data for this.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and you say you need eligibility today correct?
[CUSTOMER][NEUTRAL] Um, yes, for the date of service [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], um, let me see if I have any other policy. This one is terminated before then. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't have a policy after this one. So this one was effective [PII] and it terminated [PII].
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On termination on [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII], correct.
[CUSTOMER][POSITIVE] OK. Thank you for that information.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, uh, could you please, yeah.
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] Sure, my name is [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] Thank you sir.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, for the confirmation, the patient they put you on [PII] to termination on [PII], right?
[AGENT][NEUTRAL] No, no. [PII], [PII].
[CUSTOMER][POSITIVE] Oh, yeah, thank you, thank you. I got it.
[AGENT][POSITIVE] You're welcome, yeah.
[CUSTOMER][NEUTRAL] OK, may I know the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you, sir. Thank you for assisting me. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] You as well and thank you for calling APL. Bye bye.