AccountId: 011433970860
ContactId: cb887ac6-03fd-4fc8-86ae-2e77db5990a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128429 ms
Total Talk Time (AGENT): 52678 ms
Total Talk Time (CUSTOMER): 43296 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/cb887ac6-03fd-4fc8-86ae-2e77db5990a6_20250307T17:59_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] Uh, yes, I was trying to call for eligibility, um, on a patient please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what did you say your name is?
[AGENT][NEUTRAL] And Miss [PII].
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and it's North Mississippi Medical Center.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02583247
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] birthday [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you just need eligibility today, correct, Miss [PII]?
[CUSTOMER][POSITIVE] Uh, that's, that's correct.
[AGENT][NEUTRAL] OK. 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] I'm just writing that down, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, um, do y'all have a call reference number or anything like that?
[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] Alright, that'll be fine.
[CUSTOMER][NEUTRAL] What day is the [PII] I put [PII] OK.
[AGENT][NEUTRAL] Oh, is there anything else?
[CUSTOMER][POSITIVE] Alright Ms. So thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.