AccountId: 011433970860
ContactId: 9344b4cb-ef3d-49e0-abf6-39826229e68a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109319 ms
Total Talk Time (AGENT): 58792 ms
Total Talk Time (CUSTOMER): 39748 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/9344b4cb-ef3d-49e0-abf6-39826229e68a_20250612T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling just to verify by eligibility remember.
[AGENT][POSITIVE] Sure, I can assist you with the eligibility. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII] and then my direct line is [PII].
[AGENT][NEUTRAL] I'm sorry, you're breaking up. Can you repeat that again?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01828769
[AGENT][POSITIVE] Thank you. OK. And you did say your name is [PII], correct? I don't wanna say it wrong.
[CUSTOMER][POSITIVE] Yes, [PII], yes.
[AGENT][NEUTRAL] OK. OK. OK, thank you. All right, let's see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And you did say you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes, I'm showing she has this as a supplement so your coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. All right, we have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Awesome thanks so can I get your last initial and a call reference if you guys provide those?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, the last initial is [PII]. We don't have reference numbers, you can use my name in today's date if you like.
[CUSTOMER][POSITIVE] Yeah perfect that'll work thanks so much.
[AGENT][POSITIVE] You too. You're welcome, Ms [PII]. Thank you for calling ATL. Have a good day. Good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.