AccountId: 011433970860
ContactId: e02a1c38-6aa0-43ed-94ec-0348405abe71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115209 ms
Total Talk Time (AGENT): 57090 ms
Total Talk Time (CUSTOMER): 34158 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/e02a1c38-6aa0-43ed-94ec-0348405abe71_20250417T13:55_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so I need to verify eligibility on a patient get an effective date please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And what is the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Let's see, the number we have is 016.
[CUSTOMER][NEUTRAL] 36009
[AGENT][NEUTRAL] Yeah, OK. And where are you calling from? What is the name of the facility for my location?
[CUSTOMER][NEUTRAL] Self SELF Regional Healthcare.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and you say 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] OK, and what was your name again?
[AGENT][NEUTRAL] My name is [PII]'s [PII].
[CUSTOMER][POSITIVE] Thank you very much for your help today.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] That will be it.
[AGENT][POSITIVE] Yeah, thank you for calling APL. Have a good day. Bye-bye. You're welcome.
[CUSTOMER][NEUTRAL] You as well.