AccountId: 011433970860
ContactId: 6c58cfdc-71e8-48f3-a15d-50ea73e2b0d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115319 ms
Total Talk Time (AGENT): 50949 ms
Total Talk Time (CUSTOMER): 52066 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/6c58cfdc-71e8-48f3-a15d-50ea73e2b0d4_20250319T16:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, good afternoon, how are you?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][POSITIVE] I'm doing good. Thanks for asking. My name is [PII]. I'm calling from an urgent care center hospital in regards to a patient. I just wanted to get eligibility to see if they're active.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 02308273, M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] OK thank you. And what's the name of the urgent care?
[CUSTOMER][NEUTRAL] Uh, back to [PII].
[AGENT][NEUTRAL] I'm back
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] All right. Thank you. OK, there is an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Wonderful. OK, that's all I needed to know. Thank you so much. Can I have your name again, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Perfect. So thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APL. You as well. Have a good day. You're welcome.
[CUSTOMER][POSITIVE] Have a wonderful day.
[CUSTOMER][POSITIVE] Thank you bye bye.