AccountId: 011433970860
ContactId: b52ab10f-9cd5-4a20-87b6-e91d194dbc5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99410 ms
Total Talk Time (AGENT): 53108 ms
Total Talk Time (CUSTOMER): 33362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/b52ab10f-9cd5-4a20-87b6-e91d194dbc5c_20250106T14:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] from provider's office. I need to know the patience eligibility.
[AGENT][NEUTRAL] OK. Give me, spell your name for me.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And [PII], I'm sorry, did you say you needed a claim status or benefit information?
[CUSTOMER][NEUTRAL] I'm looking for the eligibility.
[AGENT][NEUTRAL] Eligibility, so you're wanting the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02545935.
[AGENT][NEUTRAL] So that's 02545935?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you for verifying that information. I have the eligibility information. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] [PII] and the policy is active at this time and did you have any other questions, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] Uh, no, can you provide a reference ID.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Caller options ID.
[AGENT][NEUTRAL] Yeah, for the call reference, you'll use my name in today's date, [PII]
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] And first initial last name of [PII] and if no other questions, thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] So again repeat that.
[CUSTOMER][NEUTRAL] You too. Bye-bye.