AccountId: 011433970860
ContactId: dbf9a491-a2ba-4f6f-8b30-687203b99bd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126010 ms
Total Talk Time (AGENT): 56280 ms
Total Talk Time (CUSTOMER): 55381 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/dbf9a491-a2ba-4f6f-8b30-687203b99bd2_20250327T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. My name is.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name's [PII]. I'm calling from Labor. Um, I was just calling to see if I can get, um, maybe information patient eligibility, um, APL is coming up as a secondary.
[AGENT][NEUTRAL] OK, and if you would please spell your first name for me.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am. It's [PII] and last initial is [PII]
[AGENT][POSITIVE] OK, thank you so much and what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, um, 1477085 ML 8.
[AGENT][POSITIVE] OK, thank you very much for the information, Ira. One moment please.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information and you're calling to verify eligibility. One moment please.
[AGENT][NEUTRAL] And I can certainly help you with that, and I will tell you that this policy termed as of [PII]. Let me check to see if there's an active policy please for the member.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for your patience. I do not show an active policy on file for the patient.
[CUSTOMER][POSITIVE] Perfect. That is time, and I'm sorry, you said your name was [PII]. Who's [PII]? OK.
[AGENT][POSITIVE] Yes, uh ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] OK and um do you have a reference number?
[AGENT][NEUTRAL] We do not use reference numbers, but please use my name. My last initial is [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you you enjoy the rest of your day, [PII].
[AGENT][POSITIVE] You as well, [PII]. Thank you for calling APL. Take care bye.