AccountId: 011433970860
ContactId: 1e789e46-8253-404f-a19d-209d4501c651
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100669 ms
Total Talk Time (AGENT): 59189 ms
Total Talk Time (CUSTOMER): 24971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/1e789e46-8253-404f-a19d-209d4501c651_20250307T20:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with MU Healthcare calling to verify eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02279407.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And Miss [PII], you just need eligibility today. Um, we have an effective date of [PII], and it is active at the moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is, I'm so sorry. Let me rephrase that, um, effective date. OK, they should put some dashes on this thing.
[AGENT][NEUTRAL] It's [PII]. [PII] is the effective date and it is active at the moment. This is one of our secondary supplemental plans for the major medical.
[CUSTOMER][POSITIVE] Perfect and do you have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Miss [PII]. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.