AccountId: 011433970860
ContactId: c6e84db7-04c4-43cd-a2b2-59afd3e7b237
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105080 ms
Total Talk Time (AGENT): 50386 ms
Total Talk Time (CUSTOMER): 38449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c6e84db7-04c4-43cd-a2b2-59afd3e7b237_20250410T21:06_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, this is [PII]. I'm calling from a facility and I'm trying to see if uh a patient is active just to see if I can get eligibility and benefits.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility and benefits, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy number of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 023267-63.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. What type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] A screening mammogram?
[AGENT][NEUTRAL] Oh, OK. Um, this particular policy is one of our secondary supplemental plan to the major medical. The preventative screenings are not covered under this policy.
[CUSTOMER][NEGATIVE] Not covered.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Good. OK, perfect. That's fine. I'll let her know. Um, would we, would I be able to get a reference number for our call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was sold, right?
[AGENT][NEUTRAL] Yeah, yes, [PII] last initial [PII] mhm.
[CUSTOMER][POSITIVE] Awesome thank you so much so you have a great day.
[AGENT][NEUTRAL] [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] You have a good day and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye you too bye bye.
[AGENT][NEUTRAL] Yeah