AccountId: 011433970860
ContactId: 2ee9d1e5-3d93-4df7-a91e-30a062d575d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139619 ms
Total Talk Time (AGENT): 67107 ms
Total Talk Time (CUSTOMER): 44879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/2ee9d1e5-3d93-4df7-a91e-30a062d575d3_20250311T19:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi so I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] Sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][POSITIVE] Thank you. May I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 02323221.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. OK, 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][POSITIVE] Alrighty and then a reference.
[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?
[CUSTOMER][NEUTRAL] And your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All righty. Ms. So, is it possible if I can have your help with checking another patient, please?
[AGENT][NEUTRAL] Oh sure, yes, let me go ahead and finalize the note on this one.
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][NEUTRAL] You're welcome. And where are you calling from? What what's the name of the facility from my location?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] All right. And what is the next policy number?
[CUSTOMER][NEUTRAL] 02365168.
[AGENT][NEUTRAL] And what's the name and date of birth on this one?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][POSITIVE] Alrighty, and that will be all for today. Thanks so much for your help. Have a great day and stay safe.
[AGENT][POSITIVE] Mm. You're welcome. You as well, Ms. [PII], and thank you for calling ATL. Mm bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.