AccountId: 011433970860
ContactId: f70bbb6f-2425-4ea8-9e3e-c62d6347fd3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101059 ms
Total Talk Time (AGENT): 49052 ms
Total Talk Time (CUSTOMER): 41738 ms
Interruptions: 1
Overall Sentiment: AGENT=3.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/f70bbb6f-2425-4ea8-9e3e-c62d6347fd3d_20250205T20:12_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] I'd love to help you with some eligibility today. Do you mind if I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Of course, [PII] [PII].
[AGENT][POSITIVE] Perfect. And what is the policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02483067.
[AGENT][POSITIVE] 7 perfect. Give me a moment to get that pulled up for you.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] All righty. And would you be able to verify for me, please, your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, we have, oh, that's tough. I will, um, actually, the patient's name is [PII]. Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. And then the patient's date of birth, pretty please.
[CUSTOMER][NEUTRAL] Um, [PII] sorry.
[AGENT][NEUTRAL] [PII]. Perfect. And perfect. So your patient is um current and active with us with an effective date of [PII]. And Ms. [PII], as far as eligibility goes, is there any other information you're needing?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no, not at this time, just a reference for the call.
[AGENT][NEUTRAL] Oh yeah, you betcha. It's gonna be my name, [PII], first initial, last name, [PII], and then today's date.
[CUSTOMER][POSITIVE] Alrighty, Ms. [PII], thank you so much for your help. You have a great day and stay safe. Thank thank you bye bye.
[AGENT][POSITIVE] Hey, my pleasure. You too, take care, Ms. [PII]. Bye bye.