AccountId: 011433970860
ContactId: 6e733545-d07b-42d8-ac86-fd4e27806b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105360 ms
Total Talk Time (AGENT): 52156 ms
Total Talk Time (CUSTOMER): 32354 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/6e733545-d07b-42d8-ac86-fd4e27806b63_20250424T21:39_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, yes, I just wanted to check if the patient is active.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes, my name's gonna be [PII] last name initial [PII]
[AGENT][NEUTRAL] OK, and may I have your callback number just in case we get disconnected with [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And.
[AGENT][NEUTRAL] May I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Policy number is gonna be 01868764.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is gonna be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you need eligibility. We have an effective date of, let's see do do do, [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Can I just get your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, um, I'm just gonna be needing a reference number for this.
[AGENT][NEUTRAL] And we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, well that'll be all thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][POSITIVE] Thank you. Bye bye