AccountId: 011433970860
ContactId: 747e5bae-bbec-4f0e-9dad-b50ace4fd34d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102440 ms
Total Talk Time (AGENT): 55831 ms
Total Talk Time (CUSTOMER): 41519 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/747e5bae-bbec-4f0e-9dad-b50ace4fd34d_20250312T21:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm at a provider's office. I need to check eligibility for a patient please.
[AGENT][NEUTRAL] Sure, I can take eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 02511235.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yes, can you do that for now, his children are the ones that are coming in. Does that matter or is it all on one sheet?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's all going to be the same. I mean, I could put whoever's name on it, but they're the same benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, yeah, that is fine.
[AGENT][NEUTRAL] OK, sure, what's that fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, I will get that sent to you. You should get it here within 10-15 minutes. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is it, thank you so much.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.