AccountId: 011433970860
ContactId: e7f24a46-9570-4469-a08c-e1f391f0066e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209740 ms
Total Talk Time (AGENT): 62407 ms
Total Talk Time (CUSTOMER): 64843 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e7f24a46-9570-4469-a08c-e1f391f0066e_20250519T17:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII] calling from the office to check the patient eligibility. Could you please help on that?
[AGENT][NEUTRAL] I can help you with that. I can barely hear you. You're gonna have to speak up. What was your name again?
[CUSTOMER][NEUTRAL] My name is [PII]. It's spells like [PII].
[AGENT][NEUTRAL] OK, spell your name for me again, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, spell it one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that's perfect.
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 01618198 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK, thank you [PII] hold on one moment please.
[CUSTOMER][POSITIVE] Sure. Take your time.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status or benefits.
[CUSTOMER][NEUTRAL] Just eligibility with patient coverage is active or not.
[AGENT][NEUTRAL] OK, the I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] The policy is active.
[CUSTOMER][NEUTRAL] Thank you. Is there a group number?
[AGENT][NEUTRAL] 15185.
[CUSTOMER][POSITIVE] Thank you. Is there any group name?
[AGENT][NEUTRAL] Oasis
[AGENT][NEUTRAL] Outsourcing.
[AGENT][NEUTRAL] Holdings
[CUSTOMER][NEUTRAL] Yeah, it's OSS outsourcing holding, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you. Could you please spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII]. Am I right, [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can I have the call reference number, [PII] for this?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] I got all the information from you, [PII]. Thank you for asking me today. Have a nice day.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.