AccountId: 011433970860
ContactId: 253efc55-2f74-4b3e-be95-23e508af8a32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135169 ms
Total Talk Time (AGENT): 48409 ms
Total Talk Time (CUSTOMER): 53163 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/253efc55-2f74-4b3e-be95-23e508af8a32_20250604T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] Good morning, ma'am. My name is [PII] from the doctor's office. How are you doing today?
[AGENT][NEUTRAL] Uh, fine. And I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] OK, [PII] initially that [PII].
[AGENT][NEUTRAL] OK, and [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Uh, can you just help me out with the patient's eligibility and the benefits, please?
[AGENT][NEUTRAL] Sure, I can verify benefits and eligibility for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] OK, I can. It starts with 0234461 4. M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's your direct line number?
[AGENT][NEUTRAL] OK, and the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's uh [PII], the date of birth, [PII].
[AGENT][NEUTRAL] OK, I've shown her first effective date is [PII] and she is active on the policy. And what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] Uh, first of all, I want to check that the primary or secondary for the patient and the policy is active or not.
[AGENT][NEUTRAL] It is secondary and the policy is active.
[CUSTOMER][NEUTRAL] OK. One second. What was the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. OK.
[CUSTOMER][POSITIVE] All right, that's perfect. Can you just give me your name and the reference number, please?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII] and you may use my name as reference.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, that's perfect, ma'am.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thanks so much for your help, ma'am. It was nice talking with you.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL.
[CUSTOMER][NEUTRAL] No, no, as you're the secondary, you will.
[AGENT][NEUTRAL] Mhm bye.
[CUSTOMER][NEUTRAL] Yeah, sure. Bye bye.