AccountId: 011433970860
ContactId: 96df4e53-2a48-4051-a626-7560f462fb04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100879 ms
Total Talk Time (AGENT): 55913 ms
Total Talk Time (CUSTOMER): 32495 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/96df4e53-2a48-4051-a626-7560f462fb04_20250103T15:06_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII]. I am calling from Emory Healthcare. I need to verify eligibility on a member.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some eligibility today and you said your name was [PII]. Did I hear that correct?
[CUSTOMER][NEUTRAL] That's correct. Last initial [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Thank you ma'am I appreciate that and what is your member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02206104.
[AGENT][POSITIVE] Perfect. Let me get that pulled up for you.
[AGENT][NEUTRAL] And your patient's first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful thank you and.
[AGENT][NEUTRAL] Let's see, your patient is current and active with us. He has an effective date of [PII].
[AGENT][NEUTRAL] And then let's see, is there any information I can provide other than just the eligibility?
[CUSTOMER][NEUTRAL] That, that, that is it just the eligibility is fine.
[AGENT][POSITIVE] Perfect, thank you, Ms. [PII]. And then if you need a reference number, it's my name [PII], first initial, last name [PII] in today's date.
[CUSTOMER][NEUTRAL] Alright then
[CUSTOMER][POSITIVE] All right thank you [PII].
[AGENT][POSITIVE] Yes, absolutely my pleasure. Thank you for calling APL you have a fabulous day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye