AccountId: 011433970860
ContactId: 8ea59b76-d6e9-457f-ad62-d79de4535b02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134589 ms
Total Talk Time (AGENT): 44054 ms
Total Talk Time (CUSTOMER): 66807 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/8ea59b76-d6e9-457f-ad62-d79de4535b02_20250408T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, good morning, [PII]. This is [PII] from NMed in [PII]. I needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility. Can I get a good callback number, please?
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[CUSTOMER][NEUTRAL] It is 021-66745.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Um, I've got a totally different name here. Let's, let me try that, uh, policy.
[CUSTOMER][NEUTRAL] Bra it's [PII] yeah [PII]. I don't know if he goes by his middle name, [PII].
[AGENT][NEUTRAL] Um, what's that policy number again, please?
[CUSTOMER][NEUTRAL] Alright, it is 021-66745 or is it an S it's kind of hard to see. Let me look and see what I got here.
[CUSTOMER][NEGATIVE] The card is kind of faded.
[CUSTOMER][NEUTRAL] It says a 9 on on this one here, so the 5 is a 9 try.
[CUSTOMER][NEUTRAL] 9 for the last one.
[AGENT][NEUTRAL] OK, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] 216749 yes ma'am.
[AGENT][NEUTRAL] Oh that
[CUSTOMER][NEGATIVE] The card is so faded from being in his wallet, I guess.
[AGENT][NEUTRAL] OK, there we go.
[AGENT][POSITIVE] Yeah, that's the right one. OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, let's see, and that was eligibility, correct?
[CUSTOMER][POSITIVE] Just the eligibility, yes please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I show this policy is effective [PII] currently active.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for the call?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial, last name, [PII], today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you Miss [PII] you have a great day.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.