AccountId: 011433970860
ContactId: 2a6ee437-5577-4a51-95e6-82e784661ce3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110830 ms
Total Talk Time (AGENT): 47750 ms
Total Talk Time (CUSTOMER): 43332 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/2a6ee437-5577-4a51-95e6-82e784661ce3_20250404T19:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on the patient's medical eligibility. Could you please help?
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. And my [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 25792229
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] member's first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And you say you need eligibility. We have an effective date of [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] May I have the contact number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's thing.
[CUSTOMER][POSITIVE] Thank you for your help. Have a good day.
[AGENT][POSITIVE] You as well. Thank you for calling ATM. Bye-bye.