AccountId: 011433970860
ContactId: 6509557a-743a-4e8d-a218-4ae7843e3eca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167699 ms
Total Talk Time (AGENT): 71124 ms
Total Talk Time (CUSTOMER): 68279 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6509557a-743a-4e8d-a218-4ae7843e3eca_20250318T19:58_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] Hi, this is [PII]. I'm calling from AM. I'm just trying to verify, uh, eligibility on the patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you say you're calling from which facility?
[CUSTOMER][NEUTRAL] And Med A N M E D.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 0229
[CUSTOMER][NEUTRAL] 2679.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, 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][NEUTRAL] OK. And when was it, you say Lev B started November the
[AGENT][NEUTRAL] [PII] for [PII].
[CUSTOMER][NEUTRAL] [PII]. 0, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and still in effect.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Still active. OK. That's what I needed to know. And what's your name again? I'm sorry.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's OK. My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK, and a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Your name in today's date. OK. That is all, excuse me. That's all.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] All right, no problem. Well, thank you for calling ATF.
[CUSTOMER][NEUTRAL] My boy's trying to go.
[AGENT][POSITIVE] OK, now, so I understand, trust me.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Bye bye. You as well. Good afternoon. Bye-bye.
[CUSTOMER][POSITIVE] All right, you have a good rest of your day. All right, bye bye. Mhm.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Yeah