AccountId: 011433970860
ContactId: 5d3e67f0-f52f-4bcd-9e2d-e01ce8073ed7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139539 ms
Total Talk Time (AGENT): 61131 ms
Total Talk Time (CUSTOMER): 47479 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/5d3e67f0-f52f-4bcd-9e2d-e01ce8073ed7_20250303T20:09_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] Um, yes, I just need, um, to verify, um, a patient's eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Um yes, it's [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Um, yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And you're calling from provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] Um, it's Southern Health and Wellness.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's 02541647.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And you said you need eligibility today, correct, Ms. [PII]?
[CUSTOMER][POSITIVE] Correct, for tomorrow.
[AGENT][NEUTRAL] OK. All right. So 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] Correct, yes.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Secondary plan and what can I get 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?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that's [PII]. Last [PII].
[CUSTOMER][NEUTRAL] And then today's date?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.