AccountId: 011433970860
ContactId: 0ba08544-063c-4cce-a7a3-e5bad7f9db37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97139 ms
Total Talk Time (AGENT): 50637 ms
Total Talk Time (CUSTOMER): 43572 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/0ba08544-063c-4cce-a7a3-e5bad7f9db37_20250321T20:58_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], this is a provider. I'm trying to get eligibility for um a patient.
[AGENT][NEUTRAL] I can help you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII] and then [PII] at the [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, 02565700.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] is the last name [PII]
[CUSTOMER][NEUTRAL] Uh, no, [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and I can help you with eligibility. I am showing that her policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance. Anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, just to make sure it was active. That was it. Can I get a reference number?
[AGENT][POSITIVE] Well, thank you.
[AGENT][POSITIVE] Absolutely, it's gonna be my name and today's date, and I spell my name [PII], and it was a pleasure to assist you with that eligibility, [PII]. Thank you for calling APL. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, just for today?
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Have a wonderful day