AccountId: 011433970860
ContactId: da6e39d8-38e2-4752-a82d-b53eeb8e7464
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161690 ms
Total Talk Time (AGENT): 62252 ms
Total Talk Time (CUSTOMER): 57813 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/2025/01/21/da6e39d8-38e2-4752-a82d-b53eeb8e7464_20250121T18:27_UTC.wav
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[CUSTOMER][NEUTRAL] Look at something.
[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 giving you a call from a Central Medical group here at [PII], and I need eligibility for a patient.
[AGENT][NEUTRAL] OK, I can give you eligibility, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his policy number, please.
[CUSTOMER][NEUTRAL] 25514977 ML8
[AGENT][NEUTRAL] OK, thank you for that. I'm going to pull this policy.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me make sure I got this correct. Is it 255.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Once? No, OK.
[CUSTOMER][NEUTRAL] 02514977 ML 8
[AGENT][POSITIVE] OK thank you I appreciate you.
[AGENT][NEUTRAL] Going over that again with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] Now is this uh through his employer or?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it is from him, not his spouse, correct?
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][NEUTRAL] OK, and is there a group number?
[AGENT][NEUTRAL] Yes, ma'am. It's 17641.
[CUSTOMER][NEUTRAL] Alrighty, how about a reference number for our call?
[AGENT][NEUTRAL] You can use my name it's [PII] in today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Or 2
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much. You have a wonderful day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you so much for calling APL. You have a great week.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.