AccountId: 011433970860
ContactId: a44cf262-366d-4cce-9447-beac31feed75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101550 ms
Total Talk Time (AGENT): 40510 ms
Total Talk Time (CUSTOMER): 41331 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/a44cf262-366d-4cce-9447-beac31feed75_20250611T21:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify eligibility for a patient that's coming in for an appointment.
[AGENT][NEUTRAL] I can help you with eligibility. Um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] I see a group number or an outpatient benefit cert number would it be one of those? I don't see a policy number.
[AGENT][NEUTRAL] Um, the er the er number, the er number. Mhm.
[CUSTOMER][NEUTRAL] Cer number OK 01852.
[CUSTOMER][NEUTRAL] 043.
[CUSTOMER][NEUTRAL] ML8
[AGENT][NEUTRAL] OK, just give me one moment to look that up.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um-hum.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect, do you have a reference number for the call?
[AGENT][NEUTRAL] So we don't have reference numbers so you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII] I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.