AccountId: 011433970860
ContactId: e6388555-1cfc-41fe-8dde-18cf2979c6b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126660 ms
Total Talk Time (AGENT): 49256 ms
Total Talk Time (CUSTOMER): 49222 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e6388555-1cfc-41fe-8dde-18cf2979c6b5_20250505T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[CUSTOMER][NEUTRAL] You want
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, I would like to verify patient's eligibility, please. You know.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your call back number and the name of the facility you're calling from, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, my name is [PII] last initial [PII], um callback number [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My [PII], I just blanked completely [PII] uh [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, so the name is [PII], last name [PII] Date of birth [PII], policy number 02579250.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of this policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Can I have a reference number for the call?
[AGENT][NEUTRAL] Yes, Ms. [PII], you can use my name and today's date. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No thank you. What was your name again? I'm sorry.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK, thank you [PII]. Oh, he has Blue Cross as well. Would American be primary or secondary?
[AGENT][NEUTRAL] Secondary.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] You're welcome you have a good week and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye-bye.