AccountId: 011433970860
ContactId: bca17da5-e4ea-4a54-a687-ac72bd1f71ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119180 ms
Total Talk Time (AGENT): 56615 ms
Total Talk Time (CUSTOMER): 36910 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/bca17da5-e4ea-4a54-a687-ac72bd1f71ff_20250513T18:02_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, good afternoon, um, I just need to verify eligibility please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, that is gonna be 02440115.
[AGENT][POSITIVE] Thank you. Mm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] May I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] It's Centerra Medical Group.
[AGENT][POSITIVE] Intera, OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. 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 plans to the major medical.
[CUSTOMER][POSITIVE] Perfect. OK, um, and then do you happen to have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, I'll take the spelling, please.
[AGENT][NEUTRAL] Sure. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help today.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, [PII].
[CUSTOMER][NEUTRAL] Bye bye.