AccountId: 011433970860
ContactId: dd9fb568-9c39-4d5a-affc-29ab4761fcb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356890 ms
Total Talk Time (AGENT): 48991 ms
Total Talk Time (CUSTOMER): 84437 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/dd9fb568-9c39-4d5a-affc-29ab4761fcb7_20250411T16:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Aya Healthcare on a recorded line. This call is regarding patient eligibility and insurance verification. Could you help me with the details?
[AGENT][NEUTRAL] Yes, [PII], I can help you with eligibility. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, one moment please.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number of the patient is one minute. Actually, my network access is slow, slow, so that one minute, can you wait for a minute?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry for the delay, just wait for a minute.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] See there is a network interruption here, so it takes time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are you there? Would you be able to call back when your information pulls up?
[CUSTOMER][NEUTRAL] Yeah, I'm on the line. Just can you wait for 2 more minutes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can you be in just 2 more minutes, please?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, it's scheme.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 1257685 ML7.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're needing eligibility.
[CUSTOMER][NEUTRAL] Yeah, I need to know the eligibility.
[AGENT][NEUTRAL] Uh, it looks like this policy is terminated. It terminated [PII].
[CUSTOMER][NEUTRAL] Oh, it's terminated.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Can you give the call reference number for this call? I got the details, this details.
[AGENT][NEUTRAL] That's my name, my name and today's date. It's [PII] first initial to last name, [PII], today's date.
[CUSTOMER][NEUTRAL] Can you spell the name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I got the details.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you for assisting me and thank you for waiting me.
[AGENT][POSITIVE] OK. Thank you for calling.
[CUSTOMER][POSITIVE] Takes longer time. Thank you so much.
[AGENT][POSITIVE] Thank you. Have a great day. Thank you for calling APL.