AccountId: 011433970860
ContactId: d0d401bb-20cf-4ed6-88bd-12fb36b0e08d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109150 ms
Total Talk Time (AGENT): 51649 ms
Total Talk Time (CUSTOMER): 32900 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/d0d401bb-20cf-4ed6-88bd-12fb36b0e08d_20250220T18:28_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] Hi, my name is [PII] and I'm calling with MDX Health. I'm just trying to verify patients eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And you said you're calling from MBS Health, is that what you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02545379
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, 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 plans to the major medical.
[CUSTOMER][NEUTRAL] OK perfect that's all that I need then. Do you provide a call reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Miss [PII], do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Um, yes, the spelling, please.
[AGENT][NEUTRAL] Mhm. Sure. That is [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK awesome. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too.