AccountId: 011433970860
ContactId: a242d073-b099-4fca-afa8-9630df704e96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100669 ms
Total Talk Time (AGENT): 43940 ms
Total Talk Time (CUSTOMER): 29242 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/a242d073-b099-4fca-afa8-9630df704e96_20250620T19:43_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] Yes, this is [PII]. Yeah, I'm calling to verify eligibility from one of your members.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Uh, North Kansas City Hospital.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's, uh, give me a few seconds here.
[CUSTOMER][NEUTRAL] It's 02511206.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you. OK. 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 to the major medical.
[CUSTOMER][POSITIVE] OK, that's all I need to know. Thank you very much.
[AGENT][POSITIVE] You're welcome, Mr. [PII], and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] OK, same to you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.