AccountId: 011433970860
ContactId: 3dbf9ca2-3dcc-4923-9dd0-bae65fa6c89f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117000 ms
Total Talk Time (AGENT): 58219 ms
Total Talk Time (CUSTOMER): 55280 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/3dbf9ca2-3dcc-4923-9dd0-bae65fa6c89f_20250305T22:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just checking on eligibility on one of our patients, please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and you're calling from which facility for annotation?
[CUSTOMER][NEUTRAL] Texas digestive specialist.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got hot.
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01868745.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And you said 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][NEUTRAL] So I'll give you a call to see if any changes either way I can go ahead and put a note.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, that will be it and then if I can just have a reference number please.
[AGENT][NEUTRAL] We don't have a reference numbers you can use my name in today's state if you will.
[CUSTOMER][POSITIVE] OK perfect um so.
[AGENT][NEUTRAL] You need a spelling?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You need the spelling of my name?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, sure. That's [PII].
[CUSTOMER][NEUTRAL] But if there's any.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][POSITIVE] Thank you so much, so have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. You're welcome. Bye bye Miss [PII].
[CUSTOMER][POSITIVE] Thank you bye.