AccountId: 011433970860
ContactId: 77038b21-cd24-47bd-afc7-bdcc4d3acb4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97589 ms
Total Talk Time (AGENT): 29571 ms
Total Talk Time (CUSTOMER): 37021 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/77038b21-cd24-47bd-afc7-bdcc4d3acb4f_20250506T17:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good day. My name is [PII]. I'm calling from Arizona Heart Doctor and I would like to verify medical uh eligibility.
[AGENT][NEUTRAL] OK, Pria, I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, uh,
[CUSTOMER][NEUTRAL] Yes, uh, the
[CUSTOMER][NEUTRAL] Member ID is 01988267.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, it looks like the policy is effective [PII]. It is currently active.
[AGENT][NEUTRAL] And do you just need um eligibility or do you need benefits as well?
[CUSTOMER][NEUTRAL] Eli eligibility, just eligibility.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I ask for the call reference number, please, and the first initial to your last name?
[AGENT][NEUTRAL] A call reference number will be my name, [PII], first initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Got it. Thank you so much. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.