AccountId: 011433970860
ContactId: f0f3f038-7d77-4014-884f-02390e26fd3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98480 ms
Total Talk Time (AGENT): 41265 ms
Total Talk Time (CUSTOMER): 34183 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f0f3f038-7d77-4014-884f-02390e26fd3b_20250311T21:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just looking up eligibility um and benefits for a patient.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 01854415.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I have that as 01854415. And also please verify the patient's name and date of birth. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure it is hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]. First name [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process. Now do you need outpatient benefits as well for this member or inpatient?
[CUSTOMER][NEUTRAL] What was the question?
[AGENT][NEUTRAL] Do you need benefits for the member as well? I'm sorry.
[CUSTOMER][NEGATIVE] Oh no for this [PII].
[AGENT][NEUTRAL] OK, alright, for [PII], she shows effective as of [PII] and the policy shows active.
[CUSTOMER][NEUTRAL] In the second, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, that's all I needed.
[AGENT][POSITIVE] OK, well thank you very much for calling APL. Have a good day. Thank you.
[CUSTOMER][POSITIVE] Thank you bye.