AccountId: 011433970860
ContactId: 2aa5b5d9-00e5-4260-916d-8b29fd6644b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70900 ms
Total Talk Time (AGENT): 42181 ms
Total Talk Time (CUSTOMER): 31814 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/2aa5b5d9-00e5-4260-916d-8b29fd6644b6_20250324T13:35_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][NEUTRAL] Yes ma'am, I am calling from a provider's office and I'm just calling to verify eligibility on a patient.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII] and call back number please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 02456419
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that eligibility for [PII]. I am showing that her policy is active. The effective date is [PII], and this is a secondary policy to the policyholders Major Medical. [PII], is there anything else I can help? All right. Well, it's been a pleasure to assist you. Thank you for calling APL and have a wonderful day. You too. Bye-bye.
[CUSTOMER][POSITIVE] OK, that that's all I needed to know. That's it. Thank you so much. You have a good day.
[CUSTOMER][NEUTRAL] Mm bye-bye.