AccountId: 011433970860
ContactId: 7491357f-55c4-4eb6-9943-1208ab54248a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154970 ms
Total Talk Time (AGENT): 53471 ms
Total Talk Time (CUSTOMER): 76218 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/7491357f-55c4-4eb6-9943-1208ab54248a_20250211T23:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Quincy Medical Group's billing department. Um, I was calling, uh, to check on eligibility for a, uh, for a patient.
[AGENT][NEUTRAL] Mhm, yes ma'am. I can help you with eligibility. [PII], can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Absolutely it's [PII] [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] [PII]. OK, thank you. What is the patient's name?
[CUSTOMER][NEUTRAL] So the patient's name is [PII].
[CUSTOMER][NEUTRAL] And that's [PII] Last name is [PII]
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, it looks like
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] Thank you. And you said it looks like what?
[CUSTOMER][NEUTRAL] It looks like the card is under [PII] with the same last name. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK. And what is the policy number?
[CUSTOMER][NEUTRAL] It is 0213.
[CUSTOMER][NEUTRAL] 862 8.
[AGENT][NEUTRAL] OK, let me look that up for you real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] is on this policy and he has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, um, do I have to give you like our NPI to see if it's accepted here?
[AGENT][NEUTRAL] No ma'am, you don't have to they should be able to use it anywhere they want to.
[CUSTOMER][POSITIVE] OK awesome um is there a reference number for our conversation?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, it's [PII] and today's date.
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][POSITIVE] All right you have a wonderful day.
[AGENT][POSITIVE] You too, [PII], thanks for calling APL you have a good one.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] Mm bye.