AccountId: 011433970860
ContactId: 654a1892-3187-4dc3-86d6-7f6cb9c12bee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102919 ms
Total Talk Time (AGENT): 42867 ms
Total Talk Time (CUSTOMER): 50823 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/654a1892-3187-4dc3-86d6-7f6cb9c12bee_20241230T17:40_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] Good morning. So, this is [PII] and I'm calling from MRI Plus. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][POSITIVE] Awesome. Just want to confirm with you guys um if the patient's uh plan is active.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02503116 ML 8.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name. The name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] All right. And 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][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so how it works is we'll build the, the, the primary and after we receive the EOB we'll send you the bill with the UOB, correct?
[AGENT][POSITIVE] That is correct. Yes, that's perfect. Yes. Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you so very much for your help and have a great day. Happy New Year, OK?
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Right.