AccountId: 011433970860
ContactId: 7f6c9e7d-7112-406c-a150-271c67e3eda1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162100 ms
Total Talk Time (AGENT): 55696 ms
Total Talk Time (CUSTOMER): 95942 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7f6c9e7d-7112-406c-a150-271c67e3eda1_20250603T14:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] like.
[CUSTOMER][NEUTRAL] Hi, ma'am. Good morning. I'm calling from my doctor's office just trying to check eligibility for one patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. Give me one moment, please.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK. And your name is?
[CUSTOMER][NEUTRAL] Uh, this is [PII] last name initial [PII].
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, well, actually, I just have um a group number and it says that it's a coverage family.
[AGENT][NEUTRAL] So you have the copy of the card in front of you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, at the bottom, do you see an in-hospital or outpatient benefit certificate number?
[CUSTOMER][POSITIVE] Yes, ma'am, it, it does.
[AGENT][NEUTRAL] OK, what is that number, please?
[CUSTOMER][NEUTRAL] The um outpatient or in hospital?
[AGENT][NEUTRAL] Either one, if you see they're pretty much the same except for ML 7 or 8, so either one is fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it. So that is 02295812 M as in Mary, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah that's the.
[AGENT][NEUTRAL] OK, and see, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. That is [PII].
[AGENT][POSITIVE] Thank you, let's see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Her name is um [PII]. Last name [PII], and then her date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, ma'am, got it. Thank you so much then. Oh, and may I get your, your name please?
[AGENT][POSITIVE] Oh you're welcome.
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][POSITIVE] Got it. OK, ma'am, I appreciate your help.
[AGENT][POSITIVE] Alright, you're welcome, Mr. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye. You as well.
[AGENT][NEUTRAL] Bye.