AccountId: 011433970860
ContactId: 75b7d7b2-bed6-466d-8755-d729027e575b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112389 ms
Total Talk Time (AGENT): 49538 ms
Total Talk Time (CUSTOMER): 44248 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/75b7d7b2-bed6-466d-8755-d729027e575b_20250422T13:26_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII], my sister.
[CUSTOMER][NEUTRAL] Hello, I'm calling for eligibility status, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and the best call back number is [PII].
[AGENT][NEUTRAL] Thank you, [PII], what is the policy number of the member that you're calling to verify benefits and eligibility for?
[CUSTOMER][NEUTRAL] Yes, the policy number is 025559946.
[AGENT][NEUTRAL] This is too long to be a policy number. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] I must, that is.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] It should say policy or cert number inpatient, outpatient cert number.
[CUSTOMER][NEUTRAL] Um, let me see. Yes. Uh, it's just 02555946.
[AGENT][NEUTRAL] Yeah, that definitely was too many numbers in the beginning. Could you verify the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] For emergency services.
[AGENT][NEUTRAL] Outpatient, inpatient, office visits?
[CUSTOMER][NEUTRAL] Uh, outpatient, outpatient emergency services emergency room.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And I didn't catch your first name, I'm sorry.
[AGENT][NEUTRAL] The murmur
[AGENT][NEUTRAL] My name is [PII] and today's date is a reference. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That'll be all. Thank you so much for your time.
[AGENT][POSITIVE] Thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.