AccountId: 011433970860
ContactId: 7beb8879-b509-4aef-bc14-07b8bc0e838c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98279 ms
Total Talk Time (AGENT): 53720 ms
Total Talk Time (CUSTOMER): 42259 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/7beb8879-b509-4aef-bc14-07b8bc0e838c_20250319T16:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at North Mississippi Medical Center out of, uh, [PII], and I need to get eligibility on a patient please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with that eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02583247.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that eligibility. I'm showing [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to her major medical. Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's, it's like it's like it's, it's OK, it's like a gap plan correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, perfect. OK, and is there a reference reference number for this call?
[AGENT][NEUTRAL] It's gonna be my name in today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then today's date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK awesome well thank you so much and you have a nice day OK?
[AGENT][POSITIVE] Well, it's been my pleasure to assist you, and thank you for calling APL and you have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] You too thank you thank you you too bye.
[AGENT][POSITIVE] Thank you.