AccountId: 011433970860
ContactId: 93cff5f5-917b-4b9d-87a6-1f0075d6f075
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159839 ms
Total Talk Time (AGENT): 69471 ms
Total Talk Time (CUSTOMER): 55670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/93cff5f5-917b-4b9d-87a6-1f0075d6f075_20250220T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] calling from Valley Medical Center on a recorded line. I would like to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The last name is [PII]. The first name [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Birth date [PII] and for subscriber ID the policy number I have 02512806.
[AGENT][NEUTRAL] OK, let me pull in that policy.
[AGENT][NEUTRAL] OK, I do see.
[AGENT][NEUTRAL] The last name is [PII].
[CUSTOMER][NEUTRAL] Um [PII] is how it is listed here, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that the policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. Perfect. And on this plan, do you know that um referrals are required for specialty care visits?
[AGENT][NEUTRAL] Um, what I'm going to do is.
[AGENT][NEUTRAL] Look at it and I don't, I'm gonna have to transfer you on over to multi plan so that you can check with them as far as whether or not they have to have authorization for specialty but it's it's gonna be a brief hold while I transfer you on over let me give you that phone number just in case um the call gets disconnected along the way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] [PII] OK perfect got it thank you.
[AGENT][NEUTRAL] You're very welcome. It's gonna be a brief hold. I'm gonna transfer you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL.
[CUSTOMER][NEUTRAL] Questions about your