AccountId: 011433970860
ContactId: 6f1dcd54-8ae9-4e6c-8f5d-96b1ca06fc88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217179 ms
Total Talk Time (AGENT): 70529 ms
Total Talk Time (CUSTOMER): 102216 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/6f1dcd54-8ae9-4e6c-8f5d-96b1ca06fc88_20250218T21:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good, uh, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. I was calling to get some help with verifying eligibility for um uh for a patient. I actually have 3 patients that I need help with, if that's OK.
[AGENT][NEUTRAL] Oh, that's fine. I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please, or the first one?
[CUSTOMER][NEUTRAL] For the first one, we have
[CUSTOMER][NEUTRAL] 1021541.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Let's see. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] We have uh [PII] 122469.
[AGENT][NEUTRAL] OK, um, showing that policy number you gave, it terminated on [PII] and I have a current policy when you're ready.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, it's 1481596.
[AGENT][NEUTRAL] Effective [PII] and it's active.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And uh the reference number is just your first name, first name, last initial, right?
[AGENT][NEUTRAL] All right, and today's date if you like.
[CUSTOMER][NEUTRAL] In today's day, right? OK, perfect. I just wanted to make sure. Alrighty, and hold on just a second, you said your first name was?
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And you can let me know when we're ready for the 2nd 1.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Alrighty, the 2nd shows.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, we have [PII] [PII].
[AGENT][NEUTRAL] OK. Uh, so effective date of [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Alrighty and then the last.
[AGENT][NEUTRAL] Wait one moment.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][NEUTRAL] OK, and that last policy number.
[CUSTOMER][NEUTRAL] The last is.
[CUSTOMER][NEUTRAL] 94 uh this one looks weird 940982.
[CUSTOMER][NEUTRAL] Let's pull the card to make sure.
[AGENT][NEUTRAL] And patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, showing her effective date is [PII] and she is active.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Alrighty, and we are all set. Thank you so much for your help. Oh, wait a minute, just a second.
[CUSTOMER][NEUTRAL] Oh shucks, OK.
[CUSTOMER][POSITIVE] Alrighty, that'll be all. Thank you so much for all of your help. You have a great day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you [PII] bye bye.