AccountId: 011433970860
ContactId: c60d26d8-caf1-40b1-be4c-a10cea19fcc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224639 ms
Total Talk Time (AGENT): 90376 ms
Total Talk Time (CUSTOMER): 67269 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/c60d26d8-caf1-40b1-be4c-a10cea19fcc9_20250418T14:06_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] Yes, hi, I'm calling to verify patient eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, and um you're calling from where? From my notation, what facility?
[CUSTOMER][NEUTRAL] Boca Raton Regional Hospital.
[AGENT][NEUTRAL] OK, OK, and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number 02456684ML7.
[AGENT][POSITIVE] Alright, thank you, Miss [PII].
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII], no, actually, it's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, so it's good for the dependent. All right. And OK, so 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][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK. And I have one other patient. Could you help me with that patient as well?
[AGENT][NEUTRAL] Is it in the same family or it's a different policy?
[CUSTOMER][NEUTRAL] It's a different policy.
[AGENT][NEUTRAL] OK. Let me go ahead and finalize the note on this one, OK? Is there anything else I'm gonna help you with today with this one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK, let me make a note and move forward.
[AGENT][NEUTRAL] Maybe that was.
[AGENT][NEUTRAL] Or I.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] OK, I'm ready for the next policy.
[CUSTOMER][NEUTRAL] Policy number is 02417210ML7.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what's the name and date of birth?
[CUSTOMER][NEUTRAL] That facial name is.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, 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] Oh
[CUSTOMER][POSITIVE] OK. That's all I needed. Thank you so much for your help.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.