AccountId: 011433970860
ContactId: c575b8d8-6934-4d3f-be63-6815695d98ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109470 ms
Total Talk Time (AGENT): 43658 ms
Total Talk Time (CUSTOMER): 42712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c575b8d8-6934-4d3f-be63-6815695d98ef_20250306T20:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Uh, so my name is [PII] calling from provider office. Uh, I want to know igability status for the patient. Will you help me with that?
[AGENT][NEUTRAL] You're looking for eligibility status?
[CUSTOMER][POSITIVE] Yes, yes, right.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] 02483142.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and thank you. Your, did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], right.
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name, [PII], and date of birth [PII].
[AGENT][NEUTRAL] Thank you. And so I have the eligibility information for you. I'm showing effective [PII]. Policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Is there any termination date?
[AGENT][NEUTRAL] And active at this time.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you very much. Nothing else, uh, this is enough for me. Uh, can you spell your name for the document purpose?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] First initial last name is [PII] and any other questions, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] No, nothing. Uh, thank you for assisting me. Is there any call reference number?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Yeah, thank you and uh have a great day. Thank you for assisting me. Bye-bye. Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day as well.