AccountId: 011433970860
ContactId: 9bdc4bb7-e2ac-46b1-bd88-201b7b08885f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145289 ms
Total Talk Time (AGENT): 62813 ms
Total Talk Time (CUSTOMER): 45752 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/9bdc4bb7-e2ac-46b1-bd88-201b7b08885f_20250411T13:45_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] Yes. I, I'm calling to um verify eligibility for patients.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] [PII] and that is a direct line.
[AGENT][NEUTRAL] OK, and you're calling from which facility for my notation, [PII]?
[CUSTOMER][NEUTRAL] I'm calling from Tulane University Medical Group.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 12656887
[AGENT][NEUTRAL] OK, thank you. What's the name and date of birth of the patient?
[AGENT][NEUTRAL] May I have the name and date of birth of the patient? OK.
[CUSTOMER][NEUTRAL] I'm sorry. Um, can you repeat that?
[AGENT][NEUTRAL] The name and date of birth of the patient.
[CUSTOMER][NEUTRAL] 1345601. It is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. And you said you need eligibility. 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][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Can you give me any other information from [PII]?
[CUSTOMER][NEUTRAL] That'll be all. Can I get your first name and the first initial of your last name, please?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] And do you have a call reference number?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you so much, so have a great day and weekend bye bye.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling ATL. Bye bye [PII].