AccountId: 011433970860
ContactId: 273af28c-7535-4003-bfd6-646165252bd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105139 ms
Total Talk Time (AGENT): 44698 ms
Total Talk Time (CUSTOMER): 42943 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/273af28c-7535-4003-bfd6-646165252bd5_20250321T14:06_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling um from Miss [PII] or [PII] office. I needed to verify insurance on a patient please.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility or benefits. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number, hold on one second, I was just getting to that. I clicked on the wrong thing. I'm sorry.
[CUSTOMER][NEUTRAL] OK, um right here.
[CUSTOMER][NEUTRAL] OK, it is 02582954.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the patient, let me get out of this real quick, um, Ms. [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK. Perfect. Thank you. All right. And you need benefits and eligibility or just eligibility?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Just if she's active or not.
[AGENT][NEUTRAL] OK. Um, sure. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Thank you for calling ATO. Have a good day.
[CUSTOMER][POSITIVE] OK you too thank you bye bye.
[AGENT][NEUTRAL] Mhm.