AccountId: 011433970860
ContactId: d7173487-c332-4295-8b36-e9742573724e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268179 ms
Total Talk Time (AGENT): 71516 ms
Total Talk Time (CUSTOMER): 71166 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/d7173487-c332-4295-8b36-e9742573724e_20250424T12:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Doctors Hospital. I need um eligibility date on a few um members.
[AGENT][NEUTRAL] OK, how many members?
[CUSTOMER][NEUTRAL] 83.
[AGENT][NEUTRAL] OK, the policy numbers?
[CUSTOMER][NEUTRAL] Uh, the first one is 02.
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] 4064
[AGENT][NEUTRAL] OK, go ahead and give me all 3.
[CUSTOMER][NEUTRAL] OK, my second one is
[CUSTOMER][NEUTRAL] 02100.
[CUSTOMER][NEUTRAL] 309.
[AGENT][NEUTRAL] OK, and the 3rd?
[CUSTOMER][NEUTRAL] And the code is 01935525.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, thank you for holding. So verify the patient's name and date of birth for the first policy number, the 206-4064.
[CUSTOMER][NEUTRAL] OK. It's first name [PII], last name [PII].
[CUSTOMER][NEUTRAL] And it's 124 7.
[CUSTOMER][NEUTRAL] 4.
[AGENT][NEUTRAL] OK, thank you. And the effective date is [PII] and I show that this policy is active at this time.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] The next policy number I'm showing is 2100309.
[CUSTOMER][NEUTRAL] 309. OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] I'm showing the effective date is [PII].
[AGENT][NEUTRAL] And I show the policy is active at this time.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK. OK, good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the last policy number 1935525, the patient's date of birth.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] The date of birth is [PII]. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing an effective date of [PII].
[AGENT][NEUTRAL] And this policy is active at this time.
[CUSTOMER][POSITIVE] So right, right.
[CUSTOMER][POSITIVE] Great. Thank you so much. I really appreciate it. Can I get your name?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You'll use my name in today's state is your reference [PII] initial last is [PII], and any other questions, [PII], I can help out with today?
[CUSTOMER][POSITIVE] That's all I needed for today, [PII]. Thank you so much.
[AGENT][POSITIVE] Alright, you're welcome thanks thanks for calling APL. You're welcome have a good day as well.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.