AccountId: 011433970860
ContactId: d4338b36-bf70-4cb3-b0cc-b7b228407a75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143779 ms
Total Talk Time (AGENT): 43590 ms
Total Talk Time (CUSTOMER): 43290 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/d4338b36-bf70-4cb3-b0cc-b7b228407a75_20250320T18:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, uh, I'm sorry, your voice is, uh, or the line is just like it's coming in and out. I couldn't really understand. Can you repeat that?
[AGENT][NEUTRAL] Oh, my name is [PII]. Um, how can I help you today? Can you hear me OK?
[CUSTOMER][NEUTRAL] Uh, yeah, I think I heard better. You, you said your name was [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, yeah, I'm calling for patient eligibility.
[AGENT][NEUTRAL] OK, do you have the what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name initial is [PII]
[AGENT][NEUTRAL] [PII], what's a good call back number just in case we get.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's that policy number?
[CUSTOMER][NEUTRAL] I think it's outdated, but the one they have is 01774089.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Uh, what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, it's not a guarantee of payment just to I know the policy you need eligibility and benefits.
[CUSTOMER][POSITIVE] Uh, just eligibility is fine with me.
[AGENT][NEUTRAL] OK, uh, looks like she is currently at.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] She's active, yes.
[CUSTOMER][NEUTRAL] OK, perfect. Was the policy number correct? Has it been updated at all?
[AGENT][NEUTRAL] Yes, that's the correct one. She's active under this policy number.
[CUSTOMER][NEUTRAL] OK, perfect. I just need your name and a call reference number.
[CUSTOMER][NEUTRAL] The spelling of your name, correction.
[AGENT][NEUTRAL] Uh my name is [PII]. Yes, [PII], last initial [PII], and then today's date is our reference number.
[CUSTOMER][POSITIVE] All right thank you very much have a great day.
[AGENT][POSITIVE] Hey thank you for calling APL you too.
[CUSTOMER][NEUTRAL] Bye bye.