AccountId: 011433970860
ContactId: 2abadc8b-d856-4079-9176-5b6a19311608
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98750 ms
Total Talk Time (AGENT): 59748 ms
Total Talk Time (CUSTOMER): 32052 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/2abadc8b-d856-4079-9176-5b6a19311608_20250226T20:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling for eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Thank you and and a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02292690
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is, um, you're needing eligibility?
[CUSTOMER][NEUTRAL] Just eligibility for hospital outpatient.
[AGENT][POSITIVE] Alright, I can help you with that, and I'm showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII]. This is a secondary policy to her primary insurance coverage.
[CUSTOMER][POSITIVE] Perfect, is there, oh, go ahead.
[AGENT][NEUTRAL] And she, go ahead.
[CUSTOMER][NEUTRAL] No, I was just I was just gonna ask if there was a reference number, but go ahead with what you were saying. I'm sorry.
[AGENT][NEUTRAL] I was just gonna say she does have outpatient coverage and reference number would be my name and today's date, and I spell my name [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. No, ma'am, you've been very helpful. Thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too thank you ma'am.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.