AccountId: 011433970860
ContactId: ae986807-41e3-497f-baf9-df2116bd0e6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166169 ms
Total Talk Time (AGENT): 42971 ms
Total Talk Time (CUSTOMER): 56947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/ae986807-41e3-497f-baf9-df2116bd0e6b_20250430T12:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was calling, I was trying to establish eligibility for a patient that we have.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yeah, Louis G physicians.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do I have, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] You were children
[CUSTOMER][NEUTRAL] It's 02365912.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Hold on just a moment. I can help you with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Were you needing a certain type of benefit or?
[CUSTOMER][NEUTRAL] Uh, just, no, just medical. This is a primary care physician, so we just wanted to make sure his coverage was active.
[AGENT][POSITIVE] Yes, ma'am, it is active.
[CUSTOMER][NEUTRAL] OK, alright, and can, can you tell, does he have a copay or anything like that?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] He doesn't have OK he doesn't have a copy of his card, so I was just.
[CUSTOMER][NEUTRAL] Making sure.
[CUSTOMER][POSITIVE] Alrighty well thank you I appreciate your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.