AccountId: 011433970860
ContactId: 61550a43-b286-47d0-96b7-87736c895679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165119 ms
Total Talk Time (AGENT): 69949 ms
Total Talk Time (CUSTOMER): 50408 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/61550a43-b286-47d0-96b7-87736c895679_20250221T14:52_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes hi I'm calling to verify eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And where are you calling from, Ms. [PII]? What's the name of the location or the provider?
[CUSTOMER][NEUTRAL] [PII] teach you in the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 203-899-42ML8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I got a number too much. Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] 203-899-42ML8.
[AGENT][NEUTRAL] Yeah, there's a number too much. Um, usually it's just a 0 followed by seven digits. I'm gonna take that 0 in the middle of 203 and see if that will work, but yeah, I have a number too much. You have the copy of the card?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK. What's the name of the patient?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] OK. What's her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. Um, yes, just take the 0 that is in between the 2 and 3. Take it out and put it in front.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] In front of the 2.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So you say you need eligibility. 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] OK, that was all I needed to know, thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day, Missy.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.