AccountId: 011433970860
ContactId: ec59d241-740b-4c65-9e4c-6662de41b18d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246539 ms
Total Talk Time (AGENT): 45719 ms
Total Talk Time (CUSTOMER): 135364 ms
Interruptions: 6
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ec59d241-740b-4c65-9e4c-6662de41b18d_20250304T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[CUSTOMER][NEUTRAL] Hello can you hear me?
[CUSTOMER][POSITIVE] Uh yes, ma'am, I miss sorry.
[AGENT][NEUTRAL] Uh, yes, ma'am. Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Yes, this is [PII] from Lared Medical Group. Do you hear me well? You're breaking up.
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, am I you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. Am I you?
[CUSTOMER][NEUTRAL] Yes, I would like to check on uh an eligibility for a member. Can you please assist?
[CUSTOMER][NEUTRAL] Oh, I can help you with. Can you please give me your call back number?
[AGENT][NEUTRAL] OK, I can help you with eligibility, Miss [PII]. Can you please give me your callback number just in case the all connected?
[CUSTOMER][NEUTRAL] All that it. Sure it is [PII].
[CUSTOMER][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number? Sure. Um, patient's name is [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] And member ID is 01344909.
[AGENT][NEUTRAL] OK, got that policy real quick.
[CUSTOMER][NEUTRAL] up that policy real quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I do show that this policy for [PII] is no longer active.
[CUSTOMER][NEUTRAL] that this policy is no longer active.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] The termination date is.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can I have the eligibility date for the member?
[CUSTOMER][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes, that's the day the policy terminated. The effective date was [PII].
[CUSTOMER][NEUTRAL] Yes, that's the date the policy needed. The effective date was [PII].
[CUSTOMER][NEUTRAL] I'm sorry, the effective day was [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]. [PII] correct?
[CUSTOMER][NEGATIVE] So sorry, I'm repeating myself. It's just that um the communication is not good at all. You said you said the effective date was on [PII], correct?
[CUSTOMER][NEUTRAL] No I don't
[CUSTOMER][NEUTRAL] Hello, are you with me?
[CUSTOMER][NEUTRAL] Hello, can you hear me? OK.
[CUSTOMER][NEUTRAL] Hello can you hear me?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEGATIVE] I hope I wasn't enjoyed when I