AccountId: 011433970860
ContactId: 30a5514e-3776-463f-aff7-c7937463d04c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101000 ms
Total Talk Time (AGENT): 33287 ms
Total Talk Time (CUSTOMER): 45450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/30a5514e-3776-463f-aff7-c7937463d04c_20250116T13:18_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I was just trying to get that excuse me, I was trying to get dates of eligibility for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII], and in case this call is disconnected, may I have your call back number?
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number please?
[CUSTOMER][NEUTRAL] And I do see here now it is a med link plan. Does that matter?
[AGENT][NEUTRAL] No, it doesn't matter.
[CUSTOMER][POSITIVE] OK, great, great.
[CUSTOMER][NEUTRAL] Uh, policy ID number 01897867.
[AGENT][NEUTRAL] Thank you, and that was 01897867?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Um, this was for [PII]. Last name [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and this is a meddling plan, so this coverage is secondary. I do show the coverage is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Wonderful. I tried to look online um through the site and it said that that ID number was not found.
[AGENT][NEUTRAL] That is the correct ID number.
[CUSTOMER][POSITIVE] OK. All right, that's what I need. Thank you so much. I appreciate your time.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank