AccountId: 011433970860
ContactId: ba34f052-2ed3-45d7-a9e6-d6a7a58d46b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145699 ms
Total Talk Time (AGENT): 53316 ms
Total Talk Time (CUSTOMER): 34997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/ba34f052-2ed3-45d7-a9e6-d6a7a58d46b5_20250506T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider office to verify the patient eligibility.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with eligibility. May I please get your call back number, ma'am, just in case the call is dropped I can call you right back.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] You and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's policy number?
[CUSTOMER][NEUTRAL] It's 1,136,580.
[AGENT][NEUTRAL] Thank you. And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Holy Cross Medical Group.
[AGENT][NEUTRAL] OK, let me look up this patient real quick.
[AGENT][NEUTRAL] OK, I am not finding a patient with the name that you gave me under that policy number 1,136,580 belongs to a different member.
[CUSTOMER][NEUTRAL] Is that uh [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Can I know your name?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]
[CUSTOMER][NEUTRAL] And your last initial?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for assisting with me. Have a great day and stay safe.
[AGENT][POSITIVE] You too [PII]. Thank you for calling APL. You have a wonderful day too bye bye ma'am.
[CUSTOMER][NEUTRAL] Oh