AccountId: 011433970860
ContactId: f9204d73-5781-4686-95c7-f60903e37fb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208720 ms
Total Talk Time (AGENT): 51325 ms
Total Talk Time (CUSTOMER): 103803 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/f9204d73-5781-4686-95c7-f60903e37fb6_20250515T13:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from White Limity Group Holding LLC.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] I just need to know the patient's eligibility status. Is it OK for you to provide that?
[AGENT][NEUTRAL] Yes, I can help you with eligibility. [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, yes, I do have a callback number, but before providing you that, it is claiming this call has been recorded for quality and training purposes. Hope it's fine with you.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Is it OK, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, callback number will be [PII].
[AGENT][NEUTRAL] OK. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, yep.
[CUSTOMER][NEUTRAL] So the policy number goes as in 01893235 M as in Maryland L as in Lima and number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name will be [PII]. I'm just spelling down that's the last name will be [PII]. That's [PII], and the first name will be [PII].
[AGENT][NEUTRAL] Um, I pulled up a different name under the number you gave me. Can you give me that number one more time?
[CUSTOMER][NEUTRAL] Uh, uh, yes, uh, is it the, the, the full name includes [PII] as well.
[AGENT][NEUTRAL] Yeah, I, I've got a totally different name. So do you have that number, the policy number?
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] The policy number which I gave you is not only, but over here we do have like the patient's full name goes in Paris Lazarus [PII].
[AGENT][NEUTRAL] Right. Do you have the policy number? Could you give that to me one more time?
[CUSTOMER][NEUTRAL] Uh, OK. Uh, policy number will be 01893235 MaryL8.
[AGENT][NEUTRAL] OK. And what was the date of birth for the patient?
[CUSTOMER][NEUTRAL] Date of birth will be [PII].
[AGENT][NEUTRAL] OK, thank you. And you needed eligibility, is that right?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Uh, it looks like this policy terminated on [PII]. I don't show an active policy.
[CUSTOMER][NEUTRAL] OK. Not even like any other policy listed?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Apart from this one?
[CUSTOMER][NEUTRAL] OK. Can I just have a quality reference number for this, please?
[AGENT][NEUTRAL] Yes, it's my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Uh, no, thank you so much. You helped me enough. Hope you have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye.