AccountId: 011433970860
ContactId: 51e4c436-4b7e-403b-a170-f0d5257c451d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137919 ms
Total Talk Time (AGENT): 53343 ms
Total Talk Time (CUSTOMER): 39911 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/51e4c436-4b7e-403b-a170-f0d5257c451d_20250401T18:44_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] Good afternoon. So this is [PII] calling from Nova Health trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, that is 02506218.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said you need eligibility. And 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][POSITIVE] Perfect, perfect.
[CUSTOMER][NEUTRAL] All right, that is all that I need. Is there a reference number for this call?
[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 of my name or any other information, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, if you could spell your name for me please.
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] Perfect and um do you also add the today's date for the reference number?
[AGENT][NEUTRAL] Yeah, you can. Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.