AccountId: 011433970860
ContactId: 70d5361f-192c-4f1e-a586-596c25df722d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116019 ms
Total Talk Time (AGENT): 43074 ms
Total Talk Time (CUSTOMER): 61490 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/70d5361f-192c-4f1e-a586-596c25df722d_20250407T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm [PII] with a provider. Um, I'm calling because can you, can you help me with eligibility for a member?
[AGENT][NEUTRAL] Yeah, I'm happy to check on eligibility, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is 02562964ML.
[CUSTOMER][NEUTRAL] 8
[AGENT][POSITIVE] All right, thank you for that. And then can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] So, patient is active. It looks like the effective date on here is [PII]. We're the members secondary insurance, so this would cover deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Perfect, yeah, and [PII], OK. And her and her group name Law Offices of Hoffman and Hoff?
[AGENT][POSITIVE] Yes, uh huh, correct.
[CUSTOMER][NEUTRAL] OK, her group number is 23811.
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[CUSTOMER][POSITIVE] Thank you. Perfect. Quick and easy. OK, [PII]? Right, sir. Thank you. And then do you guys have a reference number?
[AGENT][NEUTRAL] Yes. Yeah.
[AGENT][NEUTRAL] Yep, it's my name with my last initial than today's date, the last initial to my name.
[CUSTOMER][NEGATIVE] Oh yeah, I knew that. Why did I, I, I don't know why I asked that. I, I know that.
[AGENT][NEUTRAL] That's all right, girl. My last initials [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Alright perfect alright thank you for everything alright have a nice day.
[AGENT][POSITIVE] You're welcome, [PII]. You too, bye bye.