AccountId: 011433970860
ContactId: d695ae6a-aa82-49e6-b237-7c55210ffa67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137039 ms
Total Talk Time (AGENT): 60990 ms
Total Talk Time (CUSTOMER): 49568 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/d695ae6a-aa82-49e6-b237-7c55210ffa67_20250320T18:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office checking for patient eligibility status.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient please?
[CUSTOMER][NEUTRAL] Yeah, patient member ID is 01826191 M as in Mickey L as in Luna 7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name is.
[CUSTOMER][NEUTRAL] It's [PII]. Patient last name is [PII].
[AGENT][POSITIVE] Thank you, [PII]. I
[CUSTOMER][NEUTRAL] Patient date of birth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. [PII], I can help you with that eligibility. I'm showing that the patient's policy is active. Effective date is [PII], and this is a secondary policy to the policyholder's Major Medical. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I need for patient eligibility, uh, need for patient group number.
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Have some other group number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group number is 23806.
[CUSTOMER][NEUTRAL] Mhm. Could you spell your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you need a reference number, it would be my name and today's date.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][POSITIVE] Uh huh thank you have a nice day.
[AGENT][POSITIVE] My pleasure to assist you with eligibility, [PII]. Is there anything else I can help you with before you go?
[AGENT][POSITIVE] Thank you for calling APL. Hope you have a wonderful day.