AccountId: 011433970860
ContactId: 7b849568-a7c2-4ca6-b4c5-89aaf9013667
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119190 ms
Total Talk Time (AGENT): 43480 ms
Total Talk Time (CUSTOMER): 69025 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/7b849568-a7c2-4ca6-b4c5-89aaf9013667_20250107T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office to check up on an eligibility status of the month. Also, this call is being recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] OK, can you
[AGENT][NEUTRAL] Yeah, that's fine. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] Thank you. Uh sure. It would be [PII]. Initial of my last name is [PII], and your name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Can you pronounce your name [PII]? You're welcome.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] It's pretty new.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and you said you're checking claim status?
[CUSTOMER][NEUTRAL] Uh, no, eligibility of the member.
[AGENT][NEUTRAL] Eligibility. OK, I can help with that information. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah. Uh, sure. It would be 024.
[CUSTOMER][NEUTRAL] 55729 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the first name is [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] I'm showing the policy effective date is [PII]. Uh, the policy is active at this time?
[AGENT][NEUTRAL] And any other questions [PII] I can assist with today?
[CUSTOMER][POSITIVE] No, thank you so much. That's really good of you. Can you help me with the call reference number?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Hope you have a wonderful day. Bye-bye. Take care.
[AGENT][POSITIVE] You're wel you're welcome. Thanks for calling APL. Have a good day.