AccountId: 011433970860
ContactId: e06335b5-b717-43b5-ad04-ca38d1ad333c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107529 ms
Total Talk Time (AGENT): 28642 ms
Total Talk Time (CUSTOMER): 50360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/e06335b5-b717-43b5-ad04-ca38d1ad333c_20250514T17:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I'm one of the nurses with Ashner Medical Center. I am calling to verify eligibility and benefits for an outpatient infusion for one of your members.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's area code [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, pulling it now.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Why didn't you pull up?
[CUSTOMER][NEUTRAL] Mm. One person sorry switching the pages over uh I have 02490512.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Now I'm showing this policy um termed.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] So it's no longer active.
[CUSTOMER][NEUTRAL] 125 OK.
[CUSTOMER][NEUTRAL] Uh, 5125 alrighty and is there a call reference number and the first initial of your last name?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.