AccountId: 011433970860
ContactId: 8cbd9fa1-0247-483e-9721-38d8744c3c09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120349 ms
Total Talk Time (AGENT): 62211 ms
Total Talk Time (CUSTOMER): 49913 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/8cbd9fa1-0247-483e-9721-38d8744c3c09_20250218T20:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] calling from provider office and looking for the eligibility of the patient.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with eligibility today. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's 1883818.
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Alright thank you and I can help you with that eligibility for your patient.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], this policy actually turned on [PII]. He does not have active coverage with the APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the effective date?
[AGENT][NEUTRAL] Effective date on the policy was [PII].
[CUSTOMER][NEUTRAL] Uh, um, and have any other uh other active insurance on file?
[AGENT][NEUTRAL] No, sir, I did check, but no other insurance coverage with APL.
[CUSTOMER][NEUTRAL] OK. May I have your name?
[AGENT][NEUTRAL] My name is [PII], first [PII], last name. That's right. And the [PII] of my last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] And if you need a reference number.
[CUSTOMER][NEUTRAL] And your reference number? Yeah, yeah, sure.
[AGENT][NEUTRAL] [PII], it would be my name in today's date.
[CUSTOMER][POSITIVE] Thank you and have a nice day.
[AGENT][POSITIVE] Well, it's been my pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.