AccountId: 011433970860
ContactId: edef6c50-776d-4cba-9085-660358bb568a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98339 ms
Total Talk Time (AGENT): 48781 ms
Total Talk Time (CUSTOMER): 38280 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/edef6c50-776d-4cba-9085-660358bb568a_20250430T13:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yeah, I thank you for calling me.
[CUSTOMER][NEUTRAL] Yes, I'm calling for eligibility please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01897857.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] is the first name. Last name is [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. 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] Right
[CUSTOMER][POSITIVE] Great, and then may I have a reference number for this call, please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Alright, and your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Is there anything else I can help you with today Miss [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Not at this time. Thank you so very much. I appreciate you. You have a great day.
[AGENT][POSITIVE] You as well thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.