AccountId: 011433970860
ContactId: e8fde310-dc72-4695-b0d6-e170b9eaf4de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138970 ms
Total Talk Time (AGENT): 58764 ms
Total Talk Time (CUSTOMER): 46555 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/e8fde310-dc72-4695-b0d6-e170b9eaf4de_20250124T21:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling with MDX Health. I'm trying to verify a patient's eligibility with you guys.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02545379.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, that's not what I pulled. um, can you verify that policy number one more time?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We have 02545379.
[AGENT][NEUTRAL] OK, let me try
[AGENT][NEUTRAL] OK, alright, and you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes.
[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] OK, perfect. That's all that I need then. Do you provide a call reference number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Um, do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yeah, can I get the spelling of your name, please?
[AGENT][NEUTRAL] Sure, that's [PII]. Last [PII] is [PII].
[CUSTOMER][NEUTRAL] Oh what?
[CUSTOMER][NEUTRAL] Oh, that's
[CUSTOMER][POSITIVE] OK awesome thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too.