AccountId: 011433970860
ContactId: 5f9e1ecd-6ace-475b-a51f-05b82c61017e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 40686 ms
Total Talk Time (CUSTOMER): 56458 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/5f9e1ecd-6ace-475b-a51f-05b82c61017e_20250221T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] Hi [PII], my oh
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi there [PII], can you hear me OK? Sorry, I was having some difficulty um with my headset, um.
[AGENT][NEUTRAL] Yes I can hear you. That's OK.
[CUSTOMER][NEUTRAL] Hi, I'm calling from, uh, my name's [PII]. I'm calling from Valley Medical Center's referral department and I'm calling, um, to, uh, I'm trying to process a referral for patient and just need to verify the patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility mainly. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII], birthday [PII], and I have for the number, uh, member ID number is 02512806.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that 2 does have an active policy and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK great and then is the plan is that through multi multi plan is that a multi plan care? I mean, uh, coverage?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a call reference for this?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right great thank you so much for your help today [PII] have a nice day.
[AGENT][POSITIVE] You're very welcome you have a good weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] Oh you too thank you bye bye.
[AGENT][POSITIVE] Mm. You're welcome. Bye bye.