AccountId: 011433970860
ContactId: aef2a91e-aa0a-4462-a752-0280df8dd006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202809 ms
Total Talk Time (AGENT): 71084 ms
Total Talk Time (CUSTOMER): 60423 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/aef2a91e-aa0a-4462-a752-0280df8dd006_20250402T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] calling from the provide this service to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] Is your name [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] No, no. My name is [PII].
[AGENT][POSITIVE] OK, and can you spell that for me? I'm so sorry.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you so much, and my name is spelled [PII] that is [PII], last [PII] is [PII]. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] What is the policy number please? Thank you.
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] It is 026 07944.
[AGENT][NEUTRAL] OK, let me just repeat that to you, [PII]. I have that as 026-07944. Is that correct?
[CUSTOMER][NEUTRAL] Yeah. Yes, yes.
[AGENT][NEUTRAL] Thank you. I'll verify the patient's name and date of birth. Thank you.
[CUSTOMER][NEUTRAL] Yes, it is uh [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you so much and you call for eligibility. I can assist you with that. Um, this policy shows that it was effective and term on the same date of [PII]. Um, give me one moment please.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] One moment, let me place you on a brief hold please, [PII]. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, thank you so much for your patience, Shea and with this policy, it shows effective as of [PII] and it shows as active.
[CUSTOMER][NEUTRAL] But you have said that the member is uh inactive on the same date, right?
[AGENT][NEUTRAL] Um, actually that was, uh, my apologies for that information. Uh the policy shows effective as of [PII] and it shows active.
[CUSTOMER][NEUTRAL] OK. On [PII] and the member is still active, right?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] And.
[CUSTOMER][POSITIVE] Thank you for your help and that's all for the day.
[AGENT][POSITIVE] OK, well thank you very much for calling APL you know. You have a great day. Thank you. Take care.
[CUSTOMER][NEUTRAL] You do, you do the same. OK, bye.
[AGENT][NEUTRAL] OK, bye.