AccountId: 011433970860
ContactId: 976d8343-131a-45e1-bc04-ee737ad604fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163910 ms
Total Talk Time (AGENT): 83696 ms
Total Talk Time (CUSTOMER): 50769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/976d8343-131a-45e1-bc04-ee737ad604fc_20250217T13:52_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII], and I'm calling for eligibility, please.
[AGENT][POSITIVE] Actually, it would be a pleasure to assist you with that eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] Um, the best callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy uh policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yes, it is 018365.
[CUSTOMER][NEUTRAL] 99
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you. And [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and date of birth, it is, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you. Let's see.
[AGENT][NEUTRAL] Now, for eligibility for the patient, um,
[AGENT][NEUTRAL] This policy is no longer active. She does have active coverage under another policy number, and I will be happy to provide you her active information.
[CUSTOMER][POSITIVE] Yes, I would definitely appreciate that, please.
[AGENT][NEUTRAL] Alright. As of [PII], her active policy number is 258.
[AGENT][NEUTRAL] 5115.
[CUSTOMER][NEUTRAL] Um, any further digits or that's it?
[AGENT][NEUTRAL] You can use the ML 7 or 8 but it's not required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just the 258-511-5.
[CUSTOMER][NEUTRAL] Thank you. Um, is there a group number by any chance?
[AGENT][NEUTRAL] There is a group number and that group number is 17678.
[CUSTOMER][POSITIVE] Thank you so much. And by any chance is the group named Falk Was [PII] by any chance?
[AGENT][NEUTRAL] Well, I have Falk Was, [PII].
[CUSTOMER][POSITIVE] Oh, OK, no worries.
[CUSTOMER][POSITIVE] Thank you so much. Thank you. Um, do you have a reference number to this call by any chance?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII]. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your time.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.