AccountId: 011433970860
ContactId: a40f4d1c-0daf-46f6-b61c-adeb96fd4e6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185779 ms
Total Talk Time (AGENT): 60234 ms
Total Talk Time (CUSTOMER): 57783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a40f4d1c-0daf-46f6-b61c-adeb96fd4e6d_20250107T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] Yes, I can help you with eligibility, Ms. [PII]. What is your call back number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient name is uh [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of, um sorry, policy number?
[CUSTOMER][NEUTRAL] It is 01986724.
[AGENT][NEUTRAL] OK, let me look her up real quick for us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active.
[AGENT][NEUTRAL] The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, but she does have an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, could you please repeat that termination date also?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And her current policy number that is active is 246.
[AGENT][NEUTRAL] 2790.
[CUSTOMER][NEUTRAL] Thank you. Could you please provide me the effective date for that number ID?
[AGENT][NEUTRAL] The effective date.
[AGENT][NEUTRAL] Yes, the effective date is [PII].
[CUSTOMER][NEUTRAL] The same day at right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK and could you please provide me the group number?
[AGENT][NEUTRAL] The group number is 24,580.
[CUSTOMER][NEUTRAL] OK, and could you please spell your name for me?
[CUSTOMER][NEUTRAL] Let me.
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Thank you. And is there any call reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name in today's date.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you for your help and have a good day.
[AGENT][POSITIVE] You too and thank you for calling APL machine. You have a good one.
[CUSTOMER][NEUTRAL] You do the same bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye.