AccountId: 011433970860
ContactId: f20e3de8-4c02-485e-90a7-0967c62e0423
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124040 ms
Total Talk Time (AGENT): 66177 ms
Total Talk Time (CUSTOMER): 37720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f20e3de8-4c02-485e-90a7-0967c62e0423_20250409T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I to be on the phone with you.
[CUSTOMER][NEUTRAL] Hi, I just wanted to verify patients eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I
[AGENT][NEUTRAL] Name and your callback number.
[CUSTOMER][NEUTRAL] [PII] callback number is gonna be [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you ma'am and then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] UFL sans.
[AGENT][NEUTRAL] And the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] policy number is 1475354ML8.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy uh terminated on [PII].
[CUSTOMER][POSITIVE] Oh perfect.
[AGENT][NEUTRAL] Uh, let me look, they do have another policy that has been reissued since then. Um, let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] It's 25, it's 250-5720.
[CUSTOMER][POSITIVE] I'm ready for it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date, let's see for her is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's 250-572-0.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK perfect um I think that's all I needed.
[AGENT][NEUTRAL] OK. All right. Well, Ms. [PII], is there anything else, um, any other questions I can answer for you?
[CUSTOMER][POSITIVE] No ma'am thank you you have a good one.
[AGENT][POSITIVE] You have a wonderful day too and thank you for calling APL.