AccountId: 011433970860
ContactId: 7b27b085-2304-4272-9d3a-299c4532977e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80480 ms
Total Talk Time (AGENT): 32076 ms
Total Talk Time (CUSTOMER): 40354 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/7b27b085-2304-4272-9d3a-299c4532977e_20250428T14:28_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, hi, I'm calling from a provider's office. I just need to check eligibility for one of our patients, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][POSITIVE] Thank you, [PII]. What's the policy number of the member that you're calling to verify benefits for and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure that yeah that would be 02556241.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, just be, it's an office visit. It's just eligibility to find out if the policy is active in an effective date.
[AGENT][NEUTRAL] So this policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Wonderful thank you I appreciate all your help.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, that'll be all.
[AGENT][NEUTRAL] And could you provide me with your name before you end the call?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thanks. Goodbye.