AccountId: 011433970860
ContactId: 01281c50-f7d9-4a5b-b59a-52c7799657fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115360 ms
Total Talk Time (AGENT): 66407 ms
Total Talk Time (CUSTOMER): 44682 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/01281c50-f7d9-4a5b-b59a-52c7799657fd_20250401T15:32_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] What the my
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Atrium Health Levine Cancer Institute. I need to verify eligibility please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, Ms. [PII], I'd love to help you with some eligibility today and do you mind if I really quick grab a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, where am I today? [PII].
[AGENT][NEUTRAL] [PII] you bet you.
[AGENT][NEUTRAL] And Ms. [PII], what's that policy number we're looking at?
[CUSTOMER][NEUTRAL] 2538068
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, give me just one moment to get that pulled up for you. Are you having a great day so far?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So far so good.
[AGENT][POSITIVE] Awesome, I'm glad to hear that and.
[CUSTOMER][NEUTRAL] And what about yourself?
[AGENT][POSITIVE] I am, it's Tuesday. I had an iced coffee. I'm feeling like on top of the world. I'm great.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and Ms. [PII], would you be able to verify for me, pretty please, the first name, last name, and date of birth of your member?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. I do see her here. She is current and active with an effective date of, oh, I cannot talk. [PII]. No, that's today. I'm so sorry. I thought the coffee had me ready to go. Um, her effective date was [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] [PII]. OK, is there a reference um number for this call?
[AGENT][NEUTRAL] So I don't have a number, but you can use my name, my [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, all right [PII], thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thanks for calling APL and you have such a fabulous day, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thanks you as well mhm bye bye.
[AGENT][POSITIVE] My pleasure bye bye.