AccountId: 011433970860
ContactId: e2967c8a-8250-4f1b-a619-5766b7121009
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137800 ms
Total Talk Time (AGENT): 55661 ms
Total Talk Time (CUSTOMER): 61105 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e2967c8a-8250-4f1b-a619-5766b7121009_20250513T17:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] calling from DuPage Medical Group. I'm calling to check the eligibility status for the patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and from my notes, can you spell your first name for me, please, and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII] and the contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01665298.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and this policy is no longer active. It was effective from from [PII].
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] The first stroke?
[AGENT][NEUTRAL] And there are no other policies with APL.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Turn on October.
[AGENT][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] OK, OK. May I have your name, please?
[AGENT][NEUTRAL] Sure, my name is [PII] First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, may I have your call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you and uh for the information. Have a nice day too. Have a good day.
[AGENT][POSITIVE] You're welcome, [PII].
[AGENT][POSITIVE] You also, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, nothing is. I just wanted the eligibility.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I