AccountId: 011433970860
ContactId: 040fbcc3-52ea-41a9-a353-ecb92d2e1434
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95199 ms
Total Talk Time (AGENT): 52865 ms
Total Talk Time (CUSTOMER): 25670 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/040fbcc3-52ea-41a9-a353-ecb92d2e1434_20250225T14:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to get eligibility for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good call back number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 021 92256
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. And I can help you with the eligibility for [PII]. I'm showing her policy is active as of [PII], and this is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] You said it was effective when?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] No, that'll be it. Can I get a reference number?
[AGENT][NEUTRAL] Reference number is my name in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility [PII] thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.