AccountId: 011433970860
ContactId: e9c9ec96-f598-42de-8bdd-f13681f67bba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145559 ms
Total Talk Time (AGENT): 39403 ms
Total Talk Time (CUSTOMER): 44190 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/e9c9ec96-f598-42de-8bdd-f13681f67bba_20250313T16:55_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, this is [PII] from the provider office to obtain the eligibility information of patient health insurance.
[AGENT][POSITIVE] OK Miss [PII], I can help you with eligibility.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII], can you give me a call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the name of your facility?
[CUSTOMER][NEUTRAL] Sheridan her for.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]. Date of birth.
[CUSTOMER][NEUTRAL] Yes, OK. Date [PII]. OK, sorry, [PII]. And the policy number or member ID we have 02478781 M as Mary, L as Lima, number 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that Ollie does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][POSITIVE] Member ID is correct.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much. And could you please help me with the electronic pay ID?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much. Can I have your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much have a great day bye.