AccountId: 011433970860
ContactId: b4e97646-d696-4e7e-bb79-ef9f9589d8fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127040 ms
Total Talk Time (AGENT): 67106 ms
Total Talk Time (CUSTOMER): 42432 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b4e97646-d696-4e7e-bb79-ef9f9589d8fe_20250218T16:47_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I am with remote, excuse me, remote neuromonitoring physicians, just trying to verify eligibility on one patient, and I'm so sorry, what did you say your name was?
[AGENT][NEUTRAL] My name is [PII]. And sure, Ms. [PII], I can assist you with the eligibility. You're welcome. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Think so.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 016592.
[CUSTOMER][NEUTRAL] 25 M as in Mary, L as in Lima 8
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. OK let me see if I have any uh let's see this one is terminated.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, I found a new policy um let me know when you're ready for the new policy number.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, the new policy number is 02.
[AGENT][NEUTRAL] 505698.
[AGENT][NEUTRAL] The effective date is [PII] and it is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Sounds great. All right, so thank you so much. I appreciate your help.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] I think that's all I need. Thank you again. Have a great day.
[AGENT][POSITIVE] OK. You're welcome. You as well, Miss. Thank you for calling APO. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye bye.