AccountId: 011433970860
ContactId: c31a7166-e371-4885-ac3b-3b37a392a2ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125900 ms
Total Talk Time (AGENT): 64895 ms
Total Talk Time (CUSTOMER): 71404 ms
Interruptions: 6
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c31a7166-e371-4885-ac3b-3b37a392a2ad_20250106T13:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on the patient's medical eligibility. Could you please help?
[AGENT][POSITIVE] It would be my pleasure to assist you with medical eligibility, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 02555994
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I have a different date of birth. Bear with me just one moment.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. That's, that's what I have on file. And it would be my pleasure to assist you with that eligibility. I'm showing that [PII]'s policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Still accurate.
[AGENT][NEUTRAL] It is still active.
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that claim, um, eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Nothing else. Could you please send me a reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date. I spell my name [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you [PII]. Thank you for your help. I will be.
[AGENT][POSITIVE] It's been my pleasure to assist you, [PII]. Thank you for calling APL and have a wonderful day as well. Take care.