AccountId: 011433970860
ContactId: b08e02ff-e219-43cb-bbcb-26cbaf556719
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143320 ms
Total Talk Time (AGENT): 61556 ms
Total Talk Time (CUSTOMER): 48437 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b08e02ff-e219-43cb-bbcb-26cbaf556719_20250609T15:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. And may I have your name again?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII] and [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Uh, actually, I have a patient with me. I just wanted to check the eligibility of that.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and the policy number, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's number 01678855, then alphabet M as in Mike, I as in igloo, number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] And the patient name, [PII] with the date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] All right. Uh, could you just help me with the payer ID and the mailing address?
[AGENT][NEUTRAL] Uh, pay ID is 60801.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, can you just repeat that again, the mailing address?
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. Provide me the call reference number.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too, thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Mm