AccountId: 011433970860
ContactId: b691589a-0789-4d7b-9311-710535cf12d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115930 ms
Total Talk Time (AGENT): 56576 ms
Total Talk Time (CUSTOMER): 47091 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/b691589a-0789-4d7b-9311-710535cf12d2_20250514T21:46_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] Excuse me, can you repeat your name? It cut off. I'm sorry.
[AGENT][NEUTRAL] Sure. My name is [PII] Last initial [PII]
[CUSTOMER][NEUTRAL] Oh, thank you, so. Uh, I need to verify your patient's eligibility, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][NEUTRAL] Thank you, and you're calling from which facility for my notes?
[CUSTOMER][NEUTRAL] The Center for Arthritis and Rheumatic Diseases.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] 02029845 ML 8
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. All right. 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][POSITIVE] Mm OK, thank you very much. And your reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. You need the spelling or any other information, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's all. And you said your last name is [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], mhm, correct, yes.
[CUSTOMER][POSITIVE] As in [PII]? OK. Thank you, [PII]. I really appreciate your assistance.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] No problem. Thank you for calling APL. Have a good day. Have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.