AccountId: 011433970860
ContactId: c1fdfe66-21f5-4ec3-99c5-6c706323aff6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94910 ms
Total Talk Time (AGENT): 49553 ms
Total Talk Time (CUSTOMER): 34542 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/c1fdfe66-21f5-4ec3-99c5-6c706323aff6_20250115T14:17_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi yes ma'am, I'm calling to verify that the patient's policy is active, please.
[AGENT][NEUTRAL] Yeah, sure. I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 02100475.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII] good. [PII] Date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right. 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] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, perfect. OK and then can I just get a reference number for the phone call please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, yes, if you could do the spelling of your name please.
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][POSITIVE] Perfect. Alrighty, thank you so much. That was all I needed.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you.