AccountId: 011433970860
ContactId: b2fbbda2-e157-4005-abb3-a50f74959a18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88959 ms
Total Talk Time (AGENT): 40036 ms
Total Talk Time (CUSTOMER): 33727 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/b2fbbda2-e157-4005-abb3-a50f74959a18_20250307T16:18_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Medical University Hospital Authority. I have a young lady. It looks like she's a secondary with as APL. I need to check verification, please, on eligibility.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have a callback number for you and the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], can I have the policy number of the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] 02521729
[AGENT][NEUTRAL] Thank you, could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for outpatient services for [PII].
[CUSTOMER][NEUTRAL] Actually I'm just calling to get eligibility only.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Thank you ma'am. Can I get a reference number for the call?
[AGENT][NEUTRAL] We don't provide those [PII]. What was your name, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], we don't provide those reference numbers. however, you can use my name in today's date as a reference. It's [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am you have a wonderful weekend.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well.