AccountId: 011433970860
ContactId: 7fefcd68-d957-4b82-93a3-215586f4a76c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109680 ms
Total Talk Time (AGENT): 47830 ms
Total Talk Time (CUSTOMER): 31960 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/7fefcd68-d957-4b82-93a3-215586f4a76c_20250512T16:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from a facility, and I would like to verify eligibility and prior authorization requirements for a patient.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on eligibility for you today. Can I get their policy number?
[CUSTOMER][NEUTRAL] Yes, it's 0248.
[CUSTOMER][NEUTRAL] 6290.
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up.
[AGENT][NEUTRAL] And what's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So let's see.
[AGENT][NEUTRAL] OK, so [PII] is actually not active on this member plan. She's listed as a spouse, but the subscriber [PII] and then a dependent are the only ones showing active.
[CUSTOMER][NEUTRAL] Oh, OK, that's fine thank you very much. In that case, now I'm just gonna need a call reference number.
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date. My name again is [PII], that's [PII] and then my last initial is gonna be [PII].
[CUSTOMER][POSITIVE] Got it thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye