AccountId: 011433970860
ContactId: c1503b58-824d-4520-9423-e449ffb3a080
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145429 ms
Total Talk Time (AGENT): 50293 ms
Total Talk Time (CUSTOMER): 55514 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/c1503b58-824d-4520-9423-e449ffb3a080_20250529T19:42_UTC.wav
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[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Um, Mr. [PII], you are an angel. Thank you for not disconnecting. I was calling to get some help with verifying eligibility for a patient.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] Yeah, absolutely. Happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, we have just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] They done and that was.
[CUSTOMER][NEUTRAL] Policy number shows 01902296.
[AGENT][NEUTRAL] All right. And then for documentation, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last initial W [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Patient name and date of birth?
[CUSTOMER][NEUTRAL] We have [PII], is it [PII], and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. So the patient does have an active plan. It's a different policy number. Do you want to take that down?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Active policy will be 02424708.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Alrighty and then I only need um uh.
[CUSTOMER][NEUTRAL] Eligibility
[CUSTOMER][NEUTRAL] Um, it's fine. So after that, um, with the coverage being active, I just need a reference number.
[AGENT][NEUTRAL] No problem. Reference number is my name with today's date. My name is [PII], that's [PII] Last initial is [PII] like [PII], and then today's date.
[CUSTOMER][POSITIVE] Alrighty, Ms. [PII], thanks so much for your help today. You enjoy the rest of your day and stay safe.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You, you too, [PII]. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.