AccountId: 011433970860
ContactId: 0d21183b-3ab1-4a92-beef-489cf56f34e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129839 ms
Total Talk Time (AGENT): 54479 ms
Total Talk Time (CUSTOMER): 39011 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/0d21183b-3ab1-4a92-beef-489cf56f34e7_20250129T14:11_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, hi there. Good morning. My name is [PII]. I need to just verify eligibility for a member, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. That's going to be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] Thank you, Miss [PII]. And where are you calling from?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling from Touchstone Imaging.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, sure. It is 021-61391.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh yes, that's gonna be [PII]. Uh, date of birth [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right. And you said 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][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, cool, um, if I could please get a reference number and that'll end your call.
[AGENT][NEUTRAL] We don't have a reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information in there?
[CUSTOMER][NEUTRAL] Uh, just your name, please, and that's it.
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][POSITIVE] OK, cool. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. You as well, Ms. [PII]. Thank you for calling APR. Have a good day. Bye-bye.