AccountId: 011433970860
ContactId: bddc4dbc-6a7d-4aec-8585-7c089c3f4760
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126989 ms
Total Talk Time (AGENT): 51182 ms
Total Talk Time (CUSTOMER): 60768 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/bddc4dbc-6a7d-4aec-8585-7c089c3f4760_20250411T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. My last name first initial is [PII]. I'm calling from JK University Hospital. I would like to verify eligibility status of the patient. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] with the extension of [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat the extension?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, perfect. Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02156223
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII], last name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Mm. You said you need eligibility and 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][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK, is there any future termination date?
[AGENT][NEUTRAL] None that I can see.
[CUSTOMER][NEUTRAL] Thanks for that. Could you please confirm that the patient Vanda bleacher policy is active, patient policy is currently active and it is effective from [PII] with no termation date, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thanks for confirming those details. Could you please spell me your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] And the card number for this, sir.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Mister [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, thanks for that information, sir. Have a great weekend. Bye-bye.
[AGENT][POSITIVE] Mhm. You're welcome. You as soon. Thank you for calling ATL. Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye-bye.