AccountId: 011433970860
ContactId: 998a9365-f1f9-4e0d-96a8-2381d74f1842
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127319 ms
Total Talk Time (AGENT): 64248 ms
Total Talk Time (CUSTOMER): 42140 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/998a9365-f1f9-4e0d-96a8-2381d74f1842_20250326T12:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with SGMC Women's Health, and I'm calling to uh verify eligibility on a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Callback number is gonna be [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient?
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] Um, 101-888-322.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now, I am showing that the policy is active for any benefits or claims information. This policy is handled through a third party administrator with TPA.
[AGENT][POSITIVE] And I can give you their phone number if you need for further.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Verification on the policy of any type, and I can also transfer you to them if you would like to speak with them regarding benefits.
[CUSTOMER][NEUTRAL] Yeah, I, I, I'm OK with that. I just need to make sure she's active.
[AGENT][NEUTRAL] No, I don't have the effective date on the policy. Let me see if I can get that for you.
[AGENT][NEUTRAL] I just see that the claim, the policy is active and it looks like the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect all right thank you so much.
[AGENT][POSITIVE] Oh [PII], it was a pleasure to assist you with that eligibility. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all I need for now, thank you so much.
[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, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you