AccountId: 011433970860
ContactId: ea7ba8c0-b935-4ee9-9289-cd944ee7dfdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108779 ms
Total Talk Time (AGENT): 39147 ms
Total Talk Time (CUSTOMER): 54858 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/ea7ba8c0-b935-4ee9-9289-cd944ee7dfdf_20250606T16:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm with Genesis Care. We're a billing company for physicians. I was just checking for the eligibility of a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, let's bring that up here.
[CUSTOMER][POSITIVE] Here I had the NPI number all ready for you.
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 377-438 ML 7
[AGENT][NEUTRAL] Uh, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, mhm, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Uh, the date of birth of [PII].
[AGENT][POSITIVE] OK, thank you so much. Uh, so his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's actually all I need and I do apologize, just your first name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII], does your system give a uh reference number?
[AGENT][NEUTRAL] Uh, no, sir, but if you like, you may use my name at today's date if you like.
[CUSTOMER][POSITIVE] OK, yeah, usually I just use the data to date, so that's good. That is all I need. Thank you so much.
[AGENT][POSITIVE] You are welcome, Mr. [PII]. Thank you for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] You as well bye now.
[AGENT][NEUTRAL] Mm bye.