AccountId: 011433970860
ContactId: bed8f373-0542-4b74-9ae8-23a2a6739355
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77720 ms
Total Talk Time (AGENT): 30251 ms
Total Talk Time (CUSTOMER): 42581 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/bed8f373-0542-4b74-9ae8-23a2a6739355_20250618T12:24_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling to check eligibility please.
[AGENT][NEUTRAL] Alright. Happy to check on eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] It's 02451577 M as in Mary, L as in lake, 8.
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you. So, [PII] is active. Effective date on here is [PII].
[CUSTOMER][POSITIVE] Wonderful and still active then.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK, um, I just got onto the portal and all I'm able to do is check for claim status. Is there eligibility for providers on the portal?
[AGENT][NEGATIVE] No. Unfortunately not, no.
[CUSTOMER][POSITIVE] Wow, that's unique.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, you have a call reference number for me or just use today's date?
[AGENT][POSITIVE] Absolutely you can use my name with today's date. My my name is [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a great day.
[AGENT][POSITIVE] You're welcome. You too, bye.
[CUSTOMER][NEUTRAL] Bye bye.