AccountId: 011433970860
ContactId: 718373fb-8895-479d-a081-1855b9ee026e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196649 ms
Total Talk Time (AGENT): 50635 ms
Total Talk Time (CUSTOMER): 49811 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/718373fb-8895-479d-a081-1855b9ee026e_20250102T14:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify eligibility for a patient we have coming in.
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] Oh, I'm trying to verify eligibility for a patient I have coming in office.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is the policy number and a good phone number, [PII]?
[CUSTOMER][NEUTRAL] Um, a good phone number is [PII] and the policy number is 2361985.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Almost there, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying the information [PII], and we're just checking the effective date and if the policy is active.
[CUSTOMER][NEUTRAL] Yes, and then, um, if, OK perfect and is there a way to get any any information faxed over would it all have to be through the phone?
[AGENT][NEUTRAL] OK, I have that for you.
[AGENT][NEUTRAL] So let me give you the effective date. It's [PII]. Uh, the policy is currently active and I can fax the schedule of benefits to you and what is that fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK, [PII]. Give me one moment to prepare that and I'll get that over to you.
[AGENT][POSITIVE] You should receive it within the next 5 to 7 minutes, and it is on its way.
[CUSTOMER][POSITIVE] OK all right perfect I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.