AccountId: 011433970860
ContactId: 9f227ca4-6fdd-43b0-9711-86c8d3fe8fd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100500 ms
Total Talk Time (AGENT): 46420 ms
Total Talk Time (CUSTOMER): 35256 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/9f227ca4-6fdd-43b0-9711-86c8d3fe8fd8_20250422T18:53_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from West Jefferson Women's Health in regards to patient eligibility for her appointment today.
[AGENT][NEUTRAL] OK, um, you said Jefferson Medical Center?
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] [PII] [PII]. OK, and how do you spell your name? Sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last initial [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Policy number is gonna be 02493550.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, perfect, thank you and you need eligibility or you need eligibility and benefits?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][NEUTRAL] OK. All right, we have an effective date of [PII] and it looks like it is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, that's all, thank you so much.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.