AccountId: 011433970860
ContactId: 2cc38ff7-2a8c-401c-aae9-3938f47b7895
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97269 ms
Total Talk Time (AGENT): 53077 ms
Total Talk Time (CUSTOMER): 38797 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/2cc38ff7-2a8c-401c-aae9-3938f47b7895_20250313T15:51_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] Hi Ms. [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility this morning. May I ask your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][POSITIVE] Thank you, [PII], and a callback number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, I have 02519166.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, we have, uh, [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with that eligibility for [PII]. I'm showing that his policy is active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is his secondary policy to his primary insurance.
[CUSTOMER][NEUTRAL] Yes, and then a reference for the call.
[AGENT][NEUTRAL] Reference number would be my name in today's date. I spell my name [PII] last name, [PII].
[CUSTOMER][NEUTRAL] And your last.
[CUSTOMER][POSITIVE] Perfect, thank you so much, Ms. [PII].
[AGENT][NEUTRAL] Anything else I can help you with?
[AGENT][NEUTRAL] You.
[CUSTOMER][POSITIVE] Alrighty, that is all I need from you for today. You have a great day and stay safe.
[AGENT][POSITIVE] Thank you, [PII] for calling APLA. I hope you have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.