AccountId: 011433970860
ContactId: 760ed8c1-d6cf-42cd-92df-e711120ac523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112040 ms
Total Talk Time (AGENT): 48991 ms
Total Talk Time (CUSTOMER): 47410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/760ed8c1-d6cf-42cd-92df-e711120ac523_20250228T20:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from the provider's office to verify eligibility for a member.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, direct line no extension [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it shows.
[CUSTOMER][NEUTRAL] 02579497
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull that information.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Just have to let you just make sure that um [PII] knows because I'm trying to keep them in the.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] OK, thank you. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] And then do you give out call reference numbers?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you would like. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Um, just the spelling of your name, please.
[AGENT][NEUTRAL] Sure, that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you so much that's all I need to have a good day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.