AccountId: 011433970860
ContactId: 7df1ccc5-c29e-4d37-8614-376aff0c79e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181130 ms
Total Talk Time (AGENT): 57860 ms
Total Talk Time (CUSTOMER): 49703 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7df1ccc5-c29e-4d37-8614-376aff0c79e2_20250128T14:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] calling from provider's office to check the patient's medical eligibility. Could you please help me on that?
[AGENT][NEUTRAL] I can. And did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] The policy number is 01626475 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Extension [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me a second, [PII], to pull up the file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient name?
[CUSTOMER][NEUTRAL] I need [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you for that information, [PII], and you're needing eligibility and benefit information?
[CUSTOMER][NEUTRAL] Only eligibility for medical.
[AGENT][NEUTRAL] OK, OK, so I show the policy. I have that for you. The policy effective date is [PII], and I show the policy is active at this time. And any other questions I can help out with today, [PII]?
[CUSTOMER][NEUTRAL] Is there any group number and group name?
[AGENT][NEUTRAL] OK, so you want the group name and number as well. I have that for you. It's 22392 City of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for the information. May I get the call reference for this call?
[AGENT][NEUTRAL] My name in today's date, [PII] last [PII], and anything else, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Nothing. Thank you for your help, Toa. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] So