AccountId: 011433970860
ContactId: f16c8bec-51ac-4621-b8e2-b4a22fa44bca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119239 ms
Total Talk Time (AGENT): 37908 ms
Total Talk Time (CUSTOMER): 68169 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/f16c8bec-51ac-4621-b8e2-b4a22fa44bca_20250530T19:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] And just a moment for the policy ID. The, uh, thank you. The policy ID is, uh, 01 2nd. I don't have the policy ID. I just have a number of uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medicare ID ma'am.
[AGENT][NEUTRAL] No, we, this is not Medicare. Um, what is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] So in case it's a Medicare.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you, ma'am. Uh, the last name is uh [PII].
[CUSTOMER][NEUTRAL] Uh the first name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]. It's your direct line.
[AGENT][NEUTRAL] OK. Uh, ma'am, that, uh, in or patient is not in our system. So you have to verify.
[AGENT][NEUTRAL] With him, their insurance, but I don't show he has a policy with our company.
[CUSTOMER][NEUTRAL] Oh, thank you for this information, ma'am. And uh is there any caller reference number for our call or I can use your name?
[AGENT][NEUTRAL] But you can use my name in today's date if you like.
[CUSTOMER][NEUTRAL] Uh, if you don't mind, please spell that for me, please.
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Thank you again. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL bye.