AccountId: 011433970860
ContactId: 9e1eac46-ff4e-40b9-a3e6-c8414a2765d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119500 ms
Total Talk Time (AGENT): 55362 ms
Total Talk Time (CUSTOMER): 38244 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/9e1eac46-ff4e-40b9-a3e6-c8414a2765d6_20250507T17:50_UTC.wav
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[CUSTOMER][NEUTRAL] you
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I just need to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Am
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling from which facility from my location?
[CUSTOMER][NEUTRAL] And met
[AGENT][NEUTRAL] You said Amed.
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Alright, and may I have the patient's policy number.
[CUSTOMER][NEUTRAL] It is 02587137.
[AGENT][NEUTRAL] Mm OK what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Alright, 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 plan to the major medical.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for it?
[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 or any other information?
[CUSTOMER][NEUTRAL] OK, yeah, let me know your name again please.
[AGENT][NEUTRAL] Sure, that's [PII]. That's initial [PII].
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] what
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Ma.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.