AccountId: 011433970860
ContactId: 31839f97-f4dc-4c18-9a1a-ec308a374bc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121379 ms
Total Talk Time (AGENT): 60979 ms
Total Talk Time (CUSTOMER): 66093 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/31839f97-f4dc-4c18-9a1a-ec308a374bc6_20250430T20:09_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 I am calling to verify um eligibility.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am my name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from, Ms [PII]?
[CUSTOMER][NEUTRAL] I'm calling from Asher.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 021.
[CUSTOMER][NEUTRAL] 66573. And um you know make it back into the program.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Her name is [PII]
[CUSTOMER][NEUTRAL] Birkenstock.
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Thank you. And you said you need eligibility 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.
[CUSTOMER][NEGATIVE] I don't do as much I got.
[CUSTOMER][NEUTRAL] That's my
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, and can you give me a reference number?
[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] Oh
[CUSTOMER][POSITIVE] Please, yeah, you, if you spell your first name, that'd be great.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right ma'am I appreciate your help.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.