AccountId: 011433970860
ContactId: f955f4e2-0cbd-4ec7-a398-fdafb49c598c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266670 ms
Total Talk Time (AGENT): 86942 ms
Total Talk Time (CUSTOMER): 92026 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/f955f4e2-0cbd-4ec7-a398-fdafb49c598c_20250207T14:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APTL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm, my name is [PII]. I'm calling to verify eligibility for 2 patients.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility. And may I have a callback number just in case we get disconnected? And where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, so I'm calling from [PII]. My callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] Of course, it is 971-079.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] His name is [PII] Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. All right. And 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, so you said [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, anything else I can help you today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, can I have the reference call number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will. Do you need the spelling of my name or any other information with [PII]?
[CUSTOMER][NEUTRAL] You said your name was [PII]?
[AGENT][NEUTRAL] Correct, yes. [PII] last initial [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]. OK, so then I also need to verify another, um, another patient. Can you help me with that?
[AGENT][NEUTRAL] Is it a different policy?
[AGENT][NEUTRAL] Mhm. Yes. OK, yes, let me go ahead and make a note on this one really quick. One moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. OK, I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] Sorry, give me one second because I'm still finishing the patient's account.
[AGENT][POSITIVE] You sure? Yeah, it's OK, no problem.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the 2nd account.
[CUSTOMER][NEUTRAL] OK. The policy number is
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] 612.
[CUSTOMER][NEUTRAL] 1 ML 8.
[AGENT][NEUTRAL] All right, and what is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. 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][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][POSITIVE] No, that's all I needed thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] You you as well. Take care. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Alright, bye.