AccountId: 011433970860
ContactId: b16997ea-f09b-4e3f-a49d-eebaf36b8c27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116160 ms
Total Talk Time (AGENT): 39259 ms
Total Talk Time (CUSTOMER): 53903 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/b16997ea-f09b-4e3f-a49d-eebaf36b8c27_20250617T13:32_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility, check if you are in network with the provider, and check an office visit need authorization.
[AGENT][NEUTRAL] All right, I'm happy to check on eligibility. What is the patient's policy number, please?
[CUSTOMER][POSITIVE] Alright, I'm happy to
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] 009.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your first name and a callback number?
[CUSTOMER][POSITIVE] Thank you for documentation.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Do you have a good callback number?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. So the patient's plan has terminated as of [PII]. They do not have any other active coverage with us at this time.
[CUSTOMER][POSITIVE] Thank you, so the patient's plan has.
[CUSTOMER][NEUTRAL] OK. Thank you for that information. By any chance do you have a reference number for this call?
[AGENT][NEUTRAL] Call reference is my name with today's date. My name is [PII]'s [PII]
[CUSTOMER][NEUTRAL] How our with today. My name is [PII]
[AGENT][NEUTRAL] Initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] All right. Thank you so much and have a good one. Bye bye.
[AGENT][NEUTRAL] You too.