AccountId: 011433970860
ContactId: 03c07c8b-8d5b-45a3-9326-79f770d0261a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77089 ms
Total Talk Time (AGENT): 35226 ms
Total Talk Time (CUSTOMER): 30802 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/03c07c8b-8d5b-45a3-9326-79f770d0261a_20250218T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I was calling to check eligibility on a patient, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 02451577 M as in Michael, L as in Larry 7.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], on [PII].
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII], policy is active. And what benefits are you needing, Ms. [PII] is just eligibility.
[CUSTOMER][NEUTRAL] Um, are you guys primary for the patient?
[AGENT][NEUTRAL] Uh, no, ma'am. This is a secondary supplemental policy online.
[CUSTOMER][NEUTRAL] Secondary. OK. All right. And what is the initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. Well, thank you so much. You have a great day.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.