AccountId: 011433970860
ContactId: 1e3ef2c0-3d2b-410b-8bf5-5853a50094ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93860 ms
Total Talk Time (AGENT): 50342 ms
Total Talk Time (CUSTOMER): 38542 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/1e3ef2c0-3d2b-410b-8bf5-5853a50094ca_20250219T15:58_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, good morning. I'm calling to verify my patient's um eligibility.
[AGENT][POSITIVE] Sure, I can assist you with the delivery.
[CUSTOMER][NEUTRAL] Calling from [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Mrs. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have a 02501627 ML 8.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, uh, I'm gonna get.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And 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. Is there anything else I can help you with today, Mrs. [PII]?
[CUSTOMER][NEUTRAL] No, that would be all. What was your first and uh your first name and first initial of your last name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much so.
[AGENT][NEUTRAL] We don't have reference numbers. I mean. You're welcome, Miss [PII]. Is there anything else?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, that would be all. I hope you have a great rest of your day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] US