AccountId: 011433970860
ContactId: b6c8be9c-93ab-4e2f-81b2-12df5692f96b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125769 ms
Total Talk Time (AGENT): 44268 ms
Total Talk Time (CUSTOMER): 66533 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/b6c8be9c-93ab-4e2f-81b2-12df5692f96b_20250321T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. What's your um last initials so I can put.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Then it's [PII] for your first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so two Ns, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, I'm, my name is [PII]. I'm calling from West Jefferson Endo chronology department. I was calling to check the, um, eligibility for a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure, [PII].
[CUSTOMER][NEUTRAL] 3930088
[AGENT][POSITIVE] Thank you and the member's policy number whenever you're ready, oh go ahead.
[CUSTOMER][NEUTRAL] And the policy
[CUSTOMER][NEUTRAL] Yeah, um, 02578805.
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Uh, and you want the patient's name and date of birth too?
[AGENT][NEUTRAL] Um, hold on one moment, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me know when you're ready for it.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, first name is um [PII] Last name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] active.
[CUSTOMER][NEUTRAL] OK, and do you have a good, uh, I'm, I'm sorry, can I get a reference number for this call?
[AGENT][NEUTRAL] Sure, there's no call reference number. You can use my name and today's date.
[CUSTOMER][NEUTRAL] 23 21 2.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling API. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] You have a good one bye.
[AGENT][NEUTRAL] You too, bye bye.