AccountId: 011433970860
ContactId: 9490ba1c-98de-44dd-b581-862f2416c534
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165029 ms
Total Talk Time (AGENT): 55410 ms
Total Talk Time (CUSTOMER): 37556 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9490ba1c-98de-44dd-b581-862f2416c534_20250205T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. We present on behalf of OBGYN. I was calling to verify eligibility.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] It is D43724041.
[AGENT][NEUTRAL] All right, thank you. I unfortunately can't pull the number with that number. Do you have their name or social? I can check with that?
[CUSTOMER][NEUTRAL] Sure, um, social will be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, let me try with that and see what we get here.
[AGENT][NEUTRAL] OK. What is the patient's first and last name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII], I think [PII].
[AGENT][NEUTRAL] Right, I didn't bring her up. Let's see.
[AGENT][NEUTRAL] [PII] is the last name [PII]
[CUSTOMER][NEUTRAL] Yes ma'am. Her first name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] But she's not
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Alright, so I was able to locate a member plan. It has terminated as of [PII], and I don't see any other active coverage for the member.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Anything else?
[CUSTOMER][POSITIVE] That'll be all. You have a great day.
[AGENT][NEUTRAL] Alright you too bye bye.
[CUSTOMER][NEUTRAL] Mhm.