AccountId: 011433970860
ContactId: fd49aa78-ad73-4013-810f-6743ac38ba99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93099 ms
Total Talk Time (AGENT): 41730 ms
Total Talk Time (CUSTOMER): 31028 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/fd49aa78-ad73-4013-810f-6743ac38ba99_20250417T18:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] been
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Scripps Hospital, and I'm trying to verify patient's eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 021 98429 ML 8
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. I can't pronounce his last name. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you. All right, and you said 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, so no authorization required of its secondary?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right, perfect. Other than that, just a um reference number for the call.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.