AccountId: 011433970860
ContactId: 3f42baa5-6c65-4f88-ac02-17e5f1a41100
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91790 ms
Total Talk Time (AGENT): 49022 ms
Total Talk Time (CUSTOMER): 26361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/3f42baa5-6c65-4f88-ac02-17e5f1a41100_20250225T21:19_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] OK, so I just wanna try to find verify eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII] and what's the name of the facility you're calling from?
[CUSTOMER][POSITIVE] And that helps.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02292666.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], [PII].
[AGENT][NEUTRAL] OK. OK, 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] OK, and do you happen to have a reference number that I can put down by chance?
[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 or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh no, you're good to go.
[AGENT][POSITIVE] All right. Well, thank you for calling APO. Have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] Thank you you too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.