AccountId: 011433970860
ContactId: e3084e80-f3e9-40a2-a18c-ffd4b262276f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162919 ms
Total Talk Time (AGENT): 58400 ms
Total Talk Time (CUSTOMER): 69686 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/e3084e80-f3e9-40a2-a18c-ffd4b262276f_20250529T15:37_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. I'm calling to confirm the patient's eligibility.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. May I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, callback number is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Kennedy Medical Group.
[AGENT][NEUTRAL] OK, thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Patient's name is [PII] Date of birth, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Medical ID is [PII] [PII].
[CUSTOMER][NEUTRAL] 7, I think it's 57, or it might be 67.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can't really see it there. Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright. So, um, the, the policy number you gave me is for 90 degree benefits. Do you see an APL policy number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Insured, yeah, I have a policy certificate.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so it's 02294497.
[AGENT][POSITIVE] OK, perfect. Thank you so much. Let me look that up for us.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy, and the effective date of the policy is [PII] and it is current.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII], and today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] On today's date. OK, [PII], I thank you very much. I appreciate all your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.