AccountId: 011433970860
ContactId: 0975250d-5dcc-462d-a56c-1e3fcd66dcee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82830 ms
Total Talk Time (AGENT): 42983 ms
Total Talk Time (CUSTOMER): 26908 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0975250d-5dcc-462d-a56c-1e3fcd66dcee_20250326T18:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name's [PII]. I'm calling from a facility in [PII] just trying to verify a patient's eligibility please.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] It's a direct line [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, that is 02230101.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that eligibility for [PII].
[AGENT][NEUTRAL] And [PII], I'm showing that her policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No that was it thank you so much for your assistance.
[AGENT][POSITIVE] Well, thank you for calling APL. It was a pleasure to assist you. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.