AccountId: 011433970860
ContactId: 0cc211c3-c0cc-4a25-91e7-700e0a9565b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116730 ms
Total Talk Time (AGENT): 55048 ms
Total Talk Time (CUSTOMER): 37726 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0cc211c3-c0cc-4a25-91e7-700e0a9565b0_20250505T14:32_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] Uh, yes ma'am, I need to check eligibility on a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, Anderson Area Cancer Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 024655.
[CUSTOMER][NEUTRAL] 14.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, it's [PII] and let me get you the date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. And you say you need eligibility today. 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][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, and can I get a reference number or just a name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name in today's date. My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.