AccountId: 011433970860
ContactId: 9a9203dd-d546-4574-b0bc-97d9f8a8061c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230029 ms
Total Talk Time (AGENT): 103106 ms
Total Talk Time (CUSTOMER): 67541 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/9a9203dd-d546-4574-b0bc-97d9f8a8061c_20250324T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? Um, my name is [PII]. I'm calling from South Florida Dermatology on behalf of [PII]. I need to check, um, a patient's eligibility.
[AGENT][NEUTRAL] All right, patient eligibility.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you repeat me your name, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Um, can I have your name, please?
[CUSTOMER][NEUTRAL] Yeah my name is [PII].
[AGENT][NEUTRAL] [PII]. All right, thank you very much, [PII]. And uh what is the policy number for the policy holder?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Um, do you have his policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can I have that, please?
[CUSTOMER][NEUTRAL] Policy number is 025836.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 81 ML 8.
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] All right. And just for verification steps, can you um confirm his date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we are checking on the patient's eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, what is a good call back number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] It's like.
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] No extension, all right.
[AGENT][NEUTRAL] All right, Ms. [PII], I will go ahead and transfer you to the link queue, um, so they can import that information for you. I will go ahead also and provide the policy number and patient information so you don't have to repeat it, right?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have an office providers, um, South Florida with Miss [PII] on the line. Callback number is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's 954-055.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII], sorry [PII]. It's the same one they are calling from.
[CUSTOMER][NEUTRAL] OK, you said the provider name is [PII]?
[AGENT][NEUTRAL] Yes, her name is [PII]. Um, they are calling on behalf of [PII]. His policy number is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 258.
[AGENT][NEUTRAL] 368 1.
[CUSTOMER][NEUTRAL] And did you verify any of the demographics?
[AGENT][NEUTRAL] Um, I verified his date of birth.
[CUSTOMER][NEUTRAL] OK, you can transfer him.
[AGENT][NEUTRAL] Alright, and she's just calling for um checking on eligibility for him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.