AccountId: 011433970860
ContactId: eae55c3f-8efd-401e-8488-98d9b7ee3249
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132179 ms
Total Talk Time (AGENT): 48751 ms
Total Talk Time (CUSTOMER): 65309 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/eae55c3f-8efd-401e-8488-98d9b7ee3249_20250522T14:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'd like to verify eligibility on a patient for me, please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, ma'am, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 01423355 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And were you needing benefits?
[CUSTOMER][NEUTRAL] I don't need the benefits. I just need an effective date and then um I needed to see if there was a group name or number on the card on on the policy.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[AGENT][NEUTRAL] And the group number is 20675.
[CUSTOMER][POSITIVE] Perfect, is there a group name on there as well?
[AGENT][NEUTRAL] Miami Arts Incorporated.
[CUSTOMER][POSITIVE] Beautiful
[CUSTOMER][NEUTRAL] And the last thing I have is there a call reference number for today, [PII], or is it your name and today's date?
[AGENT][NEUTRAL] My name in today's date, we do not have call reference numbers.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][POSITIVE] I can never remember which one needs a call reference number, which one needs a date and so I just always put that little statement out there. So, well, thank you very much, [PII]. I appreciate your time and I hope you have a great day. Enjoy your Memorial weekend.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.