AccountId: 011433970860
ContactId: 030adb71-da73-47d2-8f44-0498b5e6f040
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117809 ms
Total Talk Time (AGENT): 51755 ms
Total Talk Time (CUSTOMER): 85708 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/030adb71-da73-47d2-8f44-0498b5e6f040_20250408T14:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Supposedly a good idea about the whole um medication override.
[CUSTOMER][NEUTRAL] Hi, good morning. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify that
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[AGENT][NEUTRAL] OK, and may I have the name of the facility you're calling from from my notation.
[CUSTOMER][NEUTRAL] Doctor's Hospital.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 0164744 um I'm sorry 7476 ML 7.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Because we were mixing and we're not pharmacists remixing and we weren't allowed to do that.
[AGENT][NEUTRAL] All right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] So you look at the big syringes and you have some.
[AGENT][NEUTRAL] All right, thank you. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Say that you know this is.
[CUSTOMER][NEUTRAL] Perfect. And then I just need a reference number please OK, and what was your name again?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Perfect thank you have a good day.
[AGENT][NEUTRAL] You as well thank you for calling APR. Bye-bye, Missing.
[CUSTOMER][NEUTRAL] Bye.