AccountId: 011433970860
ContactId: d1090265-ba21-43cc-8f56-4aaf087fe924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97360 ms
Total Talk Time (AGENT): 44812 ms
Total Talk Time (CUSTOMER): 43348 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d1090265-ba21-43cc-8f56-4aaf087fe924_20250422T18:21_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from Lexington Medical Center's pre-registration office. I was just calling to verify eligibility for a member.
[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] Sure, it's [PII] and that's a direct number.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Certainly it is 025.
[CUSTOMER][NEUTRAL] 11352.
[AGENT][NEUTRAL] All right, thank you. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] 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] OK perfect and I'm sorry hon, what was your name again?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK perfect and can I use your name and date of birth as the call reference number?
[AGENT][POSITIVE] That is correct, yes, you can. Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much so I appreciate your help today.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You also bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.