AccountId: 011433970860
ContactId: 32851abb-d6a6-4f73-a0ce-742ae66b6c42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 47729 ms
Total Talk Time (CUSTOMER): 49748 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/32851abb-d6a6-4f73-a0ce-742ae66b6c42_20250114T21:21_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] Mhm
[CUSTOMER][NEUTRAL] Hi, so, my name is [PII]. I'm calling from Baptist Hospital. I'm just calling to see if the patient has active APL coverage.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course. It is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02013321 M as in Mary, 17.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Of course, the name would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you, Miss. [PII]. All right. And you say you need eligibility. 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] Yeah perfect.
[CUSTOMER][POSITIVE] Thank you so much. So is there a reference um number to call?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will. Is there anything else I may help you with today, or do you need the spelling of my name?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, that's everything.
[AGENT][POSITIVE] Mm thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.