AccountId: 011433970860
ContactId: a4cbda85-50a2-4943-9449-62f7ec3f49df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164369 ms
Total Talk Time (AGENT): 69359 ms
Total Talk Time (CUSTOMER): 52823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/a4cbda85-50a2-4943-9449-62f7ec3f49df_20250421T21:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from [PII]'s office to check the patient's medical eligibility. Could you please help me on that?
[AGENT][POSITIVE] Yes, I can help you with eligibility and can you please spell your first name for me?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you. And then may I please um have your callback number just in case the call gets dropped.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then, um, what's the name of the patient that we're checking the eligibility on, their date of birth and policy number?
[CUSTOMER][NEUTRAL] named [PII], with date of birth [PII].
[AGENT][NEUTRAL] And what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] Yeah. The policy number is 01854534.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] In the meantime, can you please spell your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And I do show that [PII] does have an active policy. The effective date of the policy is [PII], and he is um eligible and current.
[CUSTOMER][NEUTRAL] OK, is there any group number and group name?
[AGENT][NEUTRAL] I'm sorry, can you repeat the question?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Can you please check whether the policy have group number and group name?
[AGENT][NEUTRAL] Yes, the, um, group number is 18005.
[AGENT][NEUTRAL] The group name is Place of Hope.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I get the call reference for this call.
[AGENT][NEUTRAL] Yes, you can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. Have a wonderful week. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye-bye, ma'am.