AccountId: 011433970860
ContactId: 4cd69b5f-759f-401e-9f37-9aed55b8564a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132720 ms
Total Talk Time (AGENT): 54098 ms
Total Talk Time (CUSTOMER): 42637 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4cd69b5f-759f-401e-9f37-9aed55b8564a_20250210T18:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. So I was calling to verify if a patient's, uh, plan is active this month.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01868817.
[AGENT][NEUTRAL] Thank you. One moment, let me pull that information.
[AGENT][NEUTRAL] And what is the name of the facility or the doctors that you're calling from?
[CUSTOMER][NEUTRAL] Performance Therapeutics Brownsville.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. All right. We have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Alrighty then, uh, would I be able to get a call reference number or would it be your name in today's date?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] My name in today's date, we don't have reference numbers.
[CUSTOMER][POSITIVE] Perfect thank you so much for all your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it at the moment.
[AGENT][POSITIVE] Thank you. Thank you for calling NTO. Have a good day, Mr.
[CUSTOMER][NEUTRAL] Likewise.
[AGENT][POSITIVE] Thank you