AccountId: 011433970860
ContactId: 114059e1-aaf1-4f57-a4fb-d92444d83d24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120260 ms
Total Talk Time (AGENT): 54059 ms
Total Talk Time (CUSTOMER): 52869 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/114059e1-aaf1-4f57-a4fb-d92444d83d24_20250211T14:49_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][POSITIVE] Good morning [PII] um.
[CUSTOMER][NEUTRAL] This is physicians foot care just calling to uh verify that a patient is still um using you guys as a secondary.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][POSITIVE] They should, thank you.
[AGENT][NEUTRAL] And what is a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Day. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is 02544106.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Um, so it says the insured coverage is [PII] and the patient is [PII]. I'm trying to verify for [PII].
[AGENT][NEUTRAL] All right, and his date of birth please, ma'am.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that eligibility for [PII]. I am showing that his policy is active. Effective date is [PII], and this is a secondary policy to the policyholders Major Medical. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, um, can I just get a reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am. It would be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK, and then today's date [PII]. Alrighty, thank you so much, [PII], and you have a great rest of your day.
[AGENT][POSITIVE] It's been a pleasure to assist you with that eligibility day. Thank you for calling APL. You have a wonderful day as well. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.