AccountId: 011433970860
ContactId: fe419273-3cbd-4281-ba61-b41ea3cd60a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116989 ms
Total Talk Time (AGENT): 47937 ms
Total Talk Time (CUSTOMER): 32839 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/fe419273-3cbd-4281-ba61-b41ea3cd60a6_20250321T13:03_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling with South Florida ENT, and I was calling to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you. Can you spell your name for me?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Oh [PII], OK, and you said you're checking for eligibility.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Good phone number is [PII]. Policy number is 025189993.
[AGENT][NEUTRAL] OK, give me the phone number again [PII] what were the last four digits [PII].
[CUSTOMER][NEUTRAL] 24.
[AGENT][NEUTRAL] 24 and then the policy is 025189993.
[CUSTOMER][NEUTRAL] That is it.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]'s date of birth, [PII].
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thanks for that information, [PII]. Showing a policy effective date of [PII] policy is active at this time, and did you have any other questions we can answer for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, can I get your name and a reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] In today's date. OK. Thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.