AccountId: 011433970860
ContactId: e7adfb9e-042c-4747-8bc9-53bae6430cd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161630 ms
Total Talk Time (AGENT): 67810 ms
Total Talk Time (CUSTOMER): 45121 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/e7adfb9e-042c-4747-8bc9-53bae6430cd9_20250602T17:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes ma'am. I just need to check the eligibility on a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the name of the facility you're calling from for my notes is Candy.
[CUSTOMER][NEUTRAL] Um, Anderson Area Cancer Center.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, at 02465514.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII] and it's [PII].
[AGENT][NEUTRAL] Perfect. Thank you. All right, Ms. [PII] 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 can I get a um I guess a verification.
[CUSTOMER][NEUTRAL] Are your name and
[AGENT][NEUTRAL] Um, yeah, we don't have reference numbers. Yeah, we, we don't have reference numbers. You can use my name in today's date. My name is [PII], that's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] I get a reference number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] SOL dash M.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Or yes, OK.
[CUSTOMER][NEUTRAL] Alright, give me just a
[CUSTOMER][NEUTRAL] It's hard to believe it's already half of the year is over with, huh?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I may help you with today? Any other questions or concerns?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was it. That's all I needed.
[AGENT][POSITIVE] Yeah, OK. Well, thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.