AccountId: 011433970860
ContactId: 781c7bb3-03c8-40ed-b9d1-9393ddd9e9cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127110 ms
Total Talk Time (AGENT): 60569 ms
Total Talk Time (CUSTOMER): 47691 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/781c7bb3-03c8-40ed-b9d1-9393ddd9e9cd_20250124T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Chris's Trinity Clinic. I just needed to check eligibility for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Ms. [PII], and may I have a contact number just in case we get disconnect them.
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Sorry, bear with me, I'm waiting on my system.
[CUSTOMER][POSITIVE] It's OK, it's all right.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes I wanna move.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And may I have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02156200.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. All right. And you said you need eligibility and 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] Yes
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, alright, thank you, ma'am, um, do y'all do call reference numbers?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh yes ma'am, if you don't mind.
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] OK all right thank you ma'am.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] All right you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye.