AccountId: 011433970860
ContactId: 692bc46a-5d61-4346-83ed-a2b2e51e614a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117069 ms
Total Talk Time (AGENT): 35121 ms
Total Talk Time (CUSTOMER): 59092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/692bc46a-5d61-4346-83ed-a2b2e51e614a_20250522T13:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient's medical eligibility. Could you please help for that?
[AGENT][NEUTRAL] Yes, [PII], I can help with eligibility. Do you have a good callback number?
[CUSTOMER][POSITIVE] Sure, thank you so much. Yes, my good callback number is [PII] with extension [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Sure, your patient's policy number starts with 01864231 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I show the policy is active and effective [PII].
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh your name is [PII]
[CUSTOMER][NEUTRAL] Why
[AGENT][NEUTRAL] [PII]. Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you so much, [PII] is still active and patient is spouse, right? Patient is dependent.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] is the cardholder.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Thanks so much for this call.
[AGENT][NEUTRAL] That's my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day, [PII]. Take care. Bye-bye. [PII] policy is still active, not down it.
[AGENT][POSITIVE] Yes, thank you. Thanks for calling [PII]. Have a great day.