AccountId: 011433970860
ContactId: cac6efa9-36a2-4e15-a472-d9b61d684306
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139539 ms
Total Talk Time (AGENT): 56304 ms
Total Talk Time (CUSTOMER): 49798 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/cac6efa9-36a2-4e15-a472-d9b61d684306_20250410T13:50_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from a provider's office. I have a member ID. I want to obtain eligibility and would like to get the billing address and want to know if there is any in your for this member ID.
[AGENT][NEUTRAL] OK, Mr. [PII], you're breaking a little. You said you need eligibility and network information, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 1858341.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] All right, thank you, Mr. [PII].
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Yeah, it's Sheridan Health Corp.
[AGENT][NEUTRAL] OK, thank you. All right, so I see an effective date of [PII] and it terminated on [PII]. There's no other policies available for this member.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And uh is there any um uh call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Uh, can you please spell your name?
[AGENT][NEUTRAL] Sure, that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK. That will be all. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too.