AccountId: 011433970860
ContactId: a4e769d8-0941-40ba-980f-04f2e273aaf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102919 ms
Total Talk Time (AGENT): 34871 ms
Total Talk Time (CUSTOMER): 36220 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a4e769d8-0941-40ba-980f-04f2e273aaf0_20250131T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Calling to verify patient eligibility.
[AGENT][NEUTRAL] OK, I'm happy to verify eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] 02033116
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient now.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]. I could be the wrong name. Station name is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active for [PII], the effective date is [PII].
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[CUSTOMER][NEUTRAL] Uh, OK. They, so they didn't have coverage [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] It's not showing it on the member plan, no.
[CUSTOMER][NEUTRAL] OK, can I have a call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.