AccountId: 011433970860
ContactId: 87febd22-5727-47e3-bfea-115ce3ed0ba3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150589 ms
Total Talk Time (AGENT): 52079 ms
Total Talk Time (CUSTOMER): 61077 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/87febd22-5727-47e3-bfea-115ce3ed0ba3_20250514T19:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Very, very good morning. My name is [PII] calling from the office to check the patient eligibility. Could you please help on that?
[AGENT][NEUTRAL] Sure, I can verify eligibility for you. And I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] My name is [PII]. It's spells like [PII].
[AGENT][NEUTRAL] OK, thank you. And what is that policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes. uh 01672567. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][POSITIVE] Thank you so much. Is there any group number?
[AGENT][NEUTRAL] Yes, the group number is 23038.
[CUSTOMER][NEUTRAL] 23038, right?
[AGENT][NEUTRAL] 23038.
[CUSTOMER][NEUTRAL] It's 33038, right?
[AGENT][NEUTRAL] 23038.
[CUSTOMER][POSITIVE] Yes, uh, sorry for that. Uh, 23038. I got it now. Thank you. Is there any group name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the group name is Premier Clinical Research Institute.
[CUSTOMER][NEUTRAL] It's a Premier Clinical Research Institute, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. Uh, is there any pay ready for this?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] Thank you. Uh, could you please spell your name?
[AGENT][NEUTRAL] Sure, it's [PII] last initial [PII].
[CUSTOMER][NEUTRAL] Can I have the call reference number K E K E?
[AGENT][NEUTRAL] Uh, you may use my name in today's date as reference.
[CUSTOMER][POSITIVE] Thank you so much, uh thank you for resting me today. Have a nice day. Take care. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah