AccountId: 011433970860
ContactId: 81017c03-d5c8-438f-83c4-a5dbf0e0e133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163830 ms
Total Talk Time (AGENT): 72238 ms
Total Talk Time (CUSTOMER): 84797 ms
Interruptions: 3
Overall Sentiment: AGENT=2.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/81017c03-d5c8-438f-83c4-a5dbf0e0e133_20250207T17:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from the AMed, um, Medical Center, and I am trying to get
[CUSTOMER][NEUTRAL] Um, verification eligibility information.
[AGENT][POSITIVE] Alright, I can assist you with that.
[CUSTOMER][NEUTRAL] they place it on him. They will have to wait on him.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is your name please ma'am?
[CUSTOMER][NEUTRAL] My name's [PII] um [PII].
[AGENT][NEUTRAL] [PII], thank you and a callback number?
[CUSTOMER][NEUTRAL] Tax ID.
[AGENT][NEUTRAL] Thank you. And [PII], what is that policy number please for the patient?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02292685 yeah oh OK uh just in case she she is.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And the patients like you're multitasking too. I was too.
[CUSTOMER][NEUTRAL] Yes, I
[AGENT][NEUTRAL] I understand, girl. I get it.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Well, you know, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The patient name is oh [PII].
[CUSTOMER][NEUTRAL] OK, go back.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Happy Friday, [PII].
[CUSTOMER][NEUTRAL] I know, I know.
[AGENT][POSITIVE] I can help you with that. Oh, you know, and [PII] and then I'm off for the weekend, yee-haw.
[CUSTOMER][NEUTRAL] Hope you don't have long. Oh, OK, they might be trying to.
[AGENT][POSITIVE] Um, I can help you with eligibility and benefits for [PII]. I'm showing his policy is active.
[CUSTOMER][NEUTRAL] I just.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And his policy is a secondary policy to the policyholder's major medical.
[CUSTOMER][NEUTRAL] Secondary to policy.
[AGENT][NEUTRAL] Holder Nature Medical, yeah.
[CUSTOMER][NEUTRAL] Major medical. Oh.
[CUSTOMER][NEUTRAL] OK, what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] Look, it's been my pleasure to assist you and I hope you have a wonderful day and a very happy weekend.
[CUSTOMER][NEUTRAL] Uh you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] OK