AccountId: 011433970860
ContactId: 4cd94fc1-54c8-4438-9dbf-fb8d4fa70765
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123800 ms
Total Talk Time (AGENT): 69948 ms
Total Talk Time (CUSTOMER): 54669 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/4cd94fc1-54c8-4438-9dbf-fb8d4fa70765_20250106T14:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to verify eligibility for a patient. I'm calling from the Baptist Medical Plaza.
[AGENT][POSITIVE] Yep, it'd be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII] and a callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02353100, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] I do apologize. My cur cursor was not in the right place and I was just typing away. Do you mind repeating that, please?
[CUSTOMER][POSITIVE] No problem
[CUSTOMER][NEUTRAL] Sure, 02353100, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] I can't help it. I'm just an honest person. I have to tell you when I'm doing wrong.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEGATIVE] You probably shouldn't have said that. Hey, I was not doing right. Can you repeat it? But anyway.
[CUSTOMER][NEUTRAL] No, but
[CUSTOMER][POSITIVE] Oh boy, no problem. It's Monday. It's early.
[AGENT][NEUTRAL] Oh, it is Monday, and it would be my pleasure to help you with eligibility. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. I am showing that Leslie's policy is active. Effective date is [PII]. This is a secondary policy to the policyholders' Ma Medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's gonna be it. Can I have like a reference number for the verification please?
[AGENT][POSITIVE] A reference number is my name and today's date, and I spell my name A L I C I A, first initial last name, [PII] as [PII], it was a pleasure to assist you with that eligibility and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much have a great day [PII].
[AGENT][POSITIVE] I hope you do too thank you for calling take care.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.