AccountId: 011433970860
ContactId: 73d6bc08-1b06-4f19-9c44-f34e3eab9b7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97199 ms
Total Talk Time (AGENT): 32572 ms
Total Talk Time (CUSTOMER): 54078 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/73d6bc08-1b06-4f19-9c44-f34e3eab9b7c_20250408T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Uh, this is [PII] from Rapids Physician Group referrals. I am trying to find out eligibility.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, on one of our patients that we received a referral for.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, 02212397.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, I show this policy's term, but let me see if there is another active policy.
[CUSTOMER][NEUTRAL] Yeah, yeah, I have another sub number.
[CUSTOMER][NEUTRAL] Um, 01752200 on him.
[AGENT][NEUTRAL] Yeah, that one's even older. Um, yeah, it looks like the last, last effective date of the policy, uh, or it turns 7-1-2024.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] 24. OK, alright, that's all I needed to check.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] All right you as well bye bye.
[AGENT][NEUTRAL] Bye.