AccountId: 011433970860
ContactId: 9634a16c-0435-46b9-beaf-b8d5aa6349eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200320 ms
Total Talk Time (AGENT): 76839 ms
Total Talk Time (CUSTOMER): 81632 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9634a16c-0435-46b9-beaf-b8d5aa6349eb_20250318T13:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from Hospital to check eligibility. May I know your name, please?
[AGENT][NEUTRAL] OK. Um, sure, I can assist you with the eligibility. My name is [PII], that's [PII]. And can you repeat the name of the hospital?
[CUSTOMER][NEUTRAL] It is in my Langman Hospital.
[AGENT][NEGATIVE] I'm sorry, I'm not getting that. You sound really far away.
[CUSTOMER][NEUTRAL] OK. It is NYU Lang one. Can you hear me now?
[AGENT][NEUTRAL] Yeah, how do you spell that?
[CUSTOMER][NEUTRAL] It is NYU Lang. L as in Lima, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is 02559264.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. OK. And you say your name is? I'm sorry, I didn't catch that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right. And you said you need eligibility today. 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] OK. Thank you for your information. Can I get the call reference number?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK. Your, uh, can you spell your name? It is [PII] Am I correct?
[AGENT][NEUTRAL] Uh, no, it's gonna be [PII]. So it's all M.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your name and today's date. Am I correct?
[AGENT][POSITIVE] Correct. Yes, that is correct, Miss [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything?
[CUSTOMER][POSITIVE] I do. Have a great day.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Right