AccountId: 011433970860
ContactId: 9b177309-d350-4812-a8d1-1ad9ac4e2bc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115190 ms
Total Talk Time (AGENT): 42739 ms
Total Talk Time (CUSTOMER): 44955 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/9b177309-d350-4812-a8d1-1ad9ac4e2bc8_20250514T14:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling from Ascension Cardiology. Just wanna make sure that a patient is um.
[CUSTOMER][NEUTRAL] I'm calling for the patient's eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your name and account number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] Can I have your name and a call back number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] My name is [PII] callback number is [PII].
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] No, so can I have the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Um, 02621567.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, name is [PII] [PII].
[AGENT][NEUTRAL] And this is for medical or dental.
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 2621563.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, repeat that.
[AGENT][NEUTRAL] 2621563
[CUSTOMER][NEUTRAL] 563 OK.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] is the group number 70071?
[CUSTOMER][NEUTRAL] Or or it doesn't have a group number?
[AGENT][NEUTRAL] That is the group number.
[CUSTOMER][POSITIVE] That is OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] You have a nice day.
[CUSTOMER][POSITIVE] No, that that was all thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye.