AccountId: 011433970860
ContactId: 2627763f-813a-44b9-8a19-69e9280d3c88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91180 ms
Total Talk Time (AGENT): 36389 ms
Total Talk Time (CUSTOMER): 37790 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/2627763f-813a-44b9-8a19-69e9280d3c88_20250519T19:06_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII]. I'm calling on behalf of Centa Medical Group, just calling to verify the eligibility of one of our patients.
[AGENT][NEUTRAL] [PII], what's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It's 023314-32.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that number would be [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII] and is active. Uh, this has a secondary policy and it has benefits for outpatient and inpatient services. Is there anything else I can tell you about this gap insurance?
[CUSTOMER][NEUTRAL] Um, no, I just needed eligibility.
[AGENT][NEUTRAL] OK, well, it's certainly active.
[CUSTOMER][POSITIVE] OK, thank you so much. Is there a reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's data center.
[CUSTOMER][POSITIVE] All right, thank you so much. You take care and have a great day.
[AGENT][NEUTRAL] No thanks for contacting you too have a good.