AccountId: 011433970860
ContactId: d8269f05-e8e2-454c-b8d9-5b42e38b24d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108489 ms
Total Talk Time (AGENT): 53731 ms
Total Talk Time (CUSTOMER): 40447 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/d8269f05-e8e2-454c-b8d9-5b42e38b24d6_20250506T13:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APM. My name is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] at patient registration at Ashner, and I was trying to get eligibility verification on the patient.
[AGENT][POSITIVE] OK, and my name is [PII], Miss [PII], thank you.
[CUSTOMER][NEUTRAL] Oh, [PII], OK.
[AGENT][NEUTRAL] Yes ma'am, and may I have your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And may I have the policy number?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] It is 02135063.
[AGENT][NEUTRAL] OK, thank you. Let me just repeat that to you, please. I have that as 02135063.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify eligibility. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Thank you so much. This particular policy is termed as of [PII]. Um, please bear with me. Let me check to see if there's an active policy for the member, please, [PII], one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And my apologies, I do not show an active policy on file for this member.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And you said when was when was the time?
[AGENT][NEUTRAL] It turned as of [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you so much. Anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Can I get a reference number for that?
[AGENT][NEUTRAL] It'll be my name, [PII], last initial [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day bye.
[CUSTOMER][NEUTRAL] You too.