AccountId: 011433970860
ContactId: 9e377990-ebd4-487c-9577-f5da68384b5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113690 ms
Total Talk Time (AGENT): 45532 ms
Total Talk Time (CUSTOMER): 42958 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/9e377990-ebd4-487c-9577-f5da68384b5e_20250523T21:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] to same number in the.
[AGENT][NEUTRAL] I'm sorry, I can't hear you. Say again.
[CUSTOMER][NEUTRAL] Uh, my name is [PII] calling from provider office to state member eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, policy number is 1070842.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, call the number [PII] with [PII] [PII].
[AGENT][NEUTRAL] OK. And what is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] first name is [PII]. Last name is [PII]. Date of [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Please provide me the payer ID and the mailing address also.
[AGENT][NEUTRAL] Payer ID 60801, mailing address [PII].
[CUSTOMER][NEUTRAL] And the PR ID is 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Member is is selective, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or reference number and please spell your name for me.
[AGENT][NEUTRAL] Uh, call reference, you can use my name in today's date.
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. Bye-bye.
[AGENT][NEUTRAL] Mhm, thank you for calling APL. Bye.