AccountId: 011433970860
ContactId: 5fee22eb-b05a-4463-8efa-f9db67d04c0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144759 ms
Total Talk Time (AGENT): 55841 ms
Total Talk Time (CUSTOMER): 55017 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/5fee22eb-b05a-4463-8efa-f9db67d04c0c_20250306T21:03_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] Hey, my name is [PII]. I'm calling from South Regional Healthcare. I need to verify patient's eligibility, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, and I'm sorry, I didn't catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my direct line phone number is [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is um 02137700.
[AGENT][POSITIVE] OK, thank you and this information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And you just need eligibility today?
[CUSTOMER][NEUTRAL] Um, yes, I'm showing that you're a secondary policy for her, so, um, all I would need is eligibility, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure. The effective date of the policy is [PII]. It is active at the moment and this is a secondary supplemental plan for the major medical.
[CUSTOMER][NEUTRAL] Alright, secondary supplemental plan.
[CUSTOMER][NEUTRAL] For major medical. All right. And remind me what your name was, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it. Have a great afternoon, OK?
[AGENT][POSITIVE] You as well, Miss [PII]. Thank you. Mm bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.