AccountId: 011433970860
ContactId: 1882d131-21d5-4344-845b-1fbd96754348
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154460 ms
Total Talk Time (AGENT): 65336 ms
Total Talk Time (CUSTOMER): 39640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/1882d131-21d5-4344-845b-1fbd96754348_20250501T15:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is
[CUSTOMER][NEUTRAL] [PII], I'm going with MDX how trying to verify a patient's eligibility with you guys.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're calling from which facility? I didn't get that kind of cut off in the middle.
[CUSTOMER][NEUTRAL] MDX Health Incorporated.
[AGENT][NEUTRAL] That was MD X as in Xylophone.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you and may I have a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Mr. [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 980784
[AGENT][POSITIVE] OK, thank you one.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. 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] OK, and that's all I need. Do you provide a call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have 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, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, the spelling, please.
[AGENT][NEUTRAL] Sure. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] I think you're welcome