AccountId: 011433970860
ContactId: fe28a27a-cf1c-4a83-a650-e5e9997fce08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86080 ms
Total Talk Time (AGENT): 37860 ms
Total Talk Time (CUSTOMER): 40870 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/fe28a27a-cf1c-4a83-a650-e5e9997fce08_20250512T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. This is [PII] calling from Northeast Georgia Physicians Group. I just wanna check on member's eligibility.
[AGENT][POSITIVE] All right. I'm happy to check eligibility today. What is the policy number?
[CUSTOMER][NEUTRAL] It's 02491680.
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, um, um, no, I'm, I'm gonna pronounce this wrong, [PII] [PII]
[AGENT][NEUTRAL] It's OK, yeah.
[AGENT][NEUTRAL] Uh, uh-huh.
[CUSTOMER][NEUTRAL] Uh, last name [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you so much. All right, so patients plan effective date [PII]. It has terminated as of [PII]. I do not show any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] OK, so it just turned, well, a couple of months ago.
[AGENT][NEUTRAL] Couple of months ago in March. Uh-huh.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.