AccountId: 011433970860
ContactId: af79982b-c8dc-41df-b7be-d79e0c0e0eaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166630 ms
Total Talk Time (AGENT): 64721 ms
Total Talk Time (CUSTOMER): 97732 ms
Interruptions: 3
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/af79982b-c8dc-41df-b7be-d79e0c0e0eaf_20250522T15:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from provider office uh to check eligibility status.
[AGENT][POSITIVE] Well, Sunday, it would be my pleasure to assist you with eligibility. What is the callback number, please?
[CUSTOMER][NEUTRAL] Yeah. It's callback number is [PII].
[CUSTOMER][NEUTRAL] Also like
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Sure. The policy number is 01702597 M as in Mike L.
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. The patient, uh first name is um
[CUSTOMER][NEUTRAL] [PII] the middle [PII] the last [PII]. And the date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you, [PII]. It would be my pleasure to assist you with eligibility for the patient. I am showing the policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] 01991
[AGENT][NEUTRAL] And this is a secondary policy to the inpatient's major medical.
[AGENT][NEUTRAL] Anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] It's a secondary policy, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is there any term date?
[AGENT][NEUTRAL] No term date on file.
[CUSTOMER][NEUTRAL] OK. Uh, the active date is uh [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. May I know your good name?
[AGENT][NEUTRAL] My name is [PII], that is [PII].
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] And Sunday, if you need a reference number, it would be my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Actually, just a second.
[CUSTOMER][NEUTRAL] Is, uh, actually, my date of service is [PII]. So still in active, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, have a great day.
[AGENT][POSITIVE] My pleasure to assist you today, [PII], with that eligibility. Thank you for calling APL and I hope you have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.