AccountId: 011433970860
ContactId: 8a8d2d90-c798-4863-84e6-0f10d16d5e03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106080 ms
Total Talk Time (AGENT): 47166 ms
Total Talk Time (CUSTOMER): 38856 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/8a8d2d90-c798-4863-84e6-0f10d16d5e03_20250311T13:26_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] There's food right now.
[CUSTOMER][NEUTRAL] Hi, I'm calling from Valentine Pediatrics trying to check on an eligibility for a patient.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, um.
[AGENT][NEUTRAL] And may I have a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Miss. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] What's
[CUSTOMER][NEUTRAL] Policy number is 02569257.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, and that's close to us anyway.
[CUSTOMER][NEUTRAL] OK, and what's the phone number?
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And you said you need eligibility today, correct, Miss [PII]?
[CUSTOMER][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] All right, we have an effective date of [PII].
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] All right I appreciate your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that was all.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Yeah.