AccountId: 011433970860
ContactId: 94bcc42e-f14c-4dd8-9869-404dabe8c939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161410 ms
Total Talk Time (AGENT): 59939 ms
Total Talk Time (CUSTOMER): 33280 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/94bcc42e-f14c-4dd8-9869-404dabe8c939_20250326T20:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm calling to check eligibility on the patient.
[AGENT][NEUTRAL] OK, you're just needing eligibility information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is.
[AGENT][NEUTRAL] I'm sorry, there's an echo on your voice. What, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] I'm sorry, I'm not able to understand you.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 02597860.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, so that information, you said the date of birth again was what date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the information providing form does not match our information on file for this policy number.
[CUSTOMER][NEUTRAL] The date of birth is different.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me contact the patient then.
[AGENT][NEUTRAL] OK. Um, yes, ma'am. Um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else at the moment, [PII], that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that will be all.
[AGENT][POSITIVE] OK. Well then, thank you for calling APL and I hope that you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.