AccountId: 011433970860
ContactId: 9bee87c6-2209-46d8-8d93-fd89b16b9890
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111239 ms
Total Talk Time (AGENT): 54907 ms
Total Talk Time (CUSTOMER): 33859 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/9bee87c6-2209-46d8-8d93-fd89b16b9890_20250225T16:55_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, uh, good morning. This is [PII] at Atrium Healthcare. I'm just calling to verify eligibility on a patient, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01656930.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical. Um, let me make sure there's no um termination date. There's no termination date at this moment.
[CUSTOMER][NEUTRAL] OK. And I'm sorry, I didn't get your name again.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, so thank you for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it thank you again.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.