AccountId: 011433970860
ContactId: 39e84197-3748-4975-bbec-72013d01f352
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220550 ms
Total Talk Time (AGENT): 78382 ms
Total Talk Time (CUSTOMER): 63708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/39e84197-3748-4975-bbec-72013d01f352_20250603T18:19_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, yes, I'm calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and may I have your name?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh no thank you.
[AGENT][NEUTRAL] OK, and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Advanced maternal fatal medicine.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 02508098.
[CUSTOMER][NEUTRAL] NL 8.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or you have that in that freezer.
[AGENT][POSITIVE] Perfect. Thank you. All right, Ms. [PII], 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] Yeah, it's so tiny.
[CUSTOMER][NEUTRAL] Right, does she still have a limit of 750 daily?
[AGENT][NEUTRAL] And let me see
[AGENT][NEUTRAL] Coverage and that's just the nameer and let's see, I'm waiting on the system. I'm sorry. OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sorry I'm still waiting on the system.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me put my.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. 750 per day. Yes. She still have the 750 per day. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, um, can I have your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], that's initial [PII].
[CUSTOMER][NEUTRAL] OK, and a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, perfect. I'll go, OK, that was basically it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you too bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye