AccountId: 011433970860
ContactId: da630877-2cae-4df0-bd95-e283df1616ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141600 ms
Total Talk Time (AGENT): 42564 ms
Total Talk Time (CUSTOMER): 66457 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/da630877-2cae-4df0-bd95-e283df1616ad_20250430T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the provider's office. I'm looking for eligibility of a member for submitting a medical claim.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on eligibility. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I have a number. I'm not sure it's the policy number or any other number whenever you're ready for that.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 01979585 M like Mary L like Larry, number 8.
[AGENT][POSITIVE] Thank you, [PII] and do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. OK, that's the last name.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So the patient's plan effective date is [PII].
[AGENT][NEUTRAL] Patients plan terminated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so the member does not have any other active policy from that?
[AGENT][POSITIVE] With us, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh God
[CUSTOMER][NEUTRAL] OK, can I have your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, is there any call reference for our conversation today?
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][NEUTRAL] You too, bye bye.