AccountId: 011433970860
ContactId: a20b1deb-869d-4422-b279-94487304306b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130660 ms
Total Talk Time (AGENT): 60719 ms
Total Talk Time (CUSTOMER): 46147 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/a20b1deb-869d-4422-b279-94487304306b_20250313T13:11_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check the eligibility of the patient. Can you help me, please?
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Calling from Envision Patient Services.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 1449573M as in Mary L as in Lima 5.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII]. It is [PII] and the last name is [PII]'s. Date of birth is [PII].
[AGENT][POSITIVE] Thank you Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for this policy, we have an effective date of [PII] and it terminated on [PII]. There is no other policies.
[CUSTOMER][NEUTRAL] Mm, can you repeat once again?
[AGENT][NEUTRAL] Sure. The effective date is [PII].
[CUSTOMER][NEUTRAL] Uh, if.
[CUSTOMER][NEUTRAL] Mhm mhm termination.
[AGENT][NEUTRAL] And it terminated [PII].
[CUSTOMER][NEUTRAL] Mm, but.
[CUSTOMER][NEUTRAL] One. OK, ma'am. Can you spell your name?
[AGENT][NEUTRAL] My name is [PII], last initial is [PII].
[CUSTOMER][POSITIVE] Thank you. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You as well. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day. Bye bye.