AccountId: 011433970860
ContactId: 905742f2-ecac-4b2c-b838-42a4526fed1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81160 ms
Total Talk Time (AGENT): 32378 ms
Total Talk Time (CUSTOMER): 42679 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/905742f2-ecac-4b2c-b838-42a4526fed1a_20250219T13:27_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], yeah, I was calling for um eligibility for a patient please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is 00948953.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] [PII], this policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, do you guys offer a fax back?
[AGENT][NEUTRAL] We do. What is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry my mind went blank there for a second.
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, Ms. [PII], is there anything else that I can assist you with today?
[CUSTOMER][NEGATIVE] I don't think so thank you so very much.
[AGENT][POSITIVE] You're welcome, thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks, goodbye.