AccountId: 011433970860
ContactId: 06efec11-2ddc-4a41-9b03-1f81c84777bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119569 ms
Total Talk Time (AGENT): 60658 ms
Total Talk Time (CUSTOMER): 40390 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/06efec11-2ddc-4a41-9b03-1f81c84777bf_20250425T13:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Asner Health Systems to verify coverage eligibility for a patient.
[AGENT][POSITIVE] OK, um, sure, I can assist you with this.
[AGENT][NEUTRAL] And your name is [PII] and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02490512
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull this information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right, and you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, 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] All right, and um what is your name? I'm sorry I didn't write it down.
[AGENT][NEUTRAL] It's OK. My name is [PII].
[CUSTOMER][NEUTRAL] Alright, and is there a reference number, Ms. So, for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Miss [PII].
[CUSTOMER][POSITIVE] OK. Thank you, sir. Have a great Friday.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APR. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.