AccountId: 011433970860
ContactId: a09e0aed-74bb-482d-a6cb-25ca3013f420
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113120 ms
Total Talk Time (AGENT): 38747 ms
Total Talk Time (CUSTOMER): 42156 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/a09e0aed-74bb-482d-a6cb-25ca3013f420_20250508T14:07_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling from a provider's office. I am needing um to check status on eligibility for one of my patients.
[AGENT][POSITIVE] Sure, I can assist you with that [PII]. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] And did you need the member ID number?
[AGENT][NEUTRAL] Yes, that's the policy number that I requested.
[CUSTOMER][NEUTRAL] OK, it is 02588322.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility, [PII] for what place of service?
[CUSTOMER][NEUTRAL] Um, I'm just calling to see um if she's active with her insurance.
[CUSTOMER][NEUTRAL] Place of service is for uh is for.
[AGENT][NEUTRAL] This policy has been active since.
[CUSTOMER][NEUTRAL] Oh, go ahead, I'm sorry.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, and what was your first name?
[AGENT][NEUTRAL] [PII]. Did you use my name in today's date as a reference because unfortunately we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK, got it. OK, thank you so much for your help you have a good day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Good bye.
[CUSTOMER][POSITIVE] Thank you bye bye.