AccountId: 011433970860
ContactId: 9b9ecac8-737c-40c0-ae89-2735cbb07837
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125970 ms
Total Talk Time (AGENT): 66091 ms
Total Talk Time (CUSTOMER): 40381 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9b9ecac8-737c-40c0-ae89-2735cbb07837_20250516T14:27_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] Yes, I need to get a um eligibility for patient.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected in the system.
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. And what's the name of the facility you're calling from, from my notes?
[CUSTOMER][NEUTRAL] And med.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 021377887.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull up information.
[CUSTOMER][POSITIVE] You're good.
[AGENT][NEUTRAL] All right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and 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][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you have a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. The spelling is [PII].
[CUSTOMER][NEUTRAL] So if [PII] and then went [PII]
[AGENT][POSITIVE] [PII] um, yes, correct.
[CUSTOMER][NEUTRAL] And then today's date?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good afternoon and good weekend.
[CUSTOMER][POSITIVE] Thank you. Have a good day. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.