AccountId: 011433970860
ContactId: 348ad5ca-9d19-41f5-8f13-a0474dcff697
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127419 ms
Total Talk Time (AGENT): 59349 ms
Total Talk Time (CUSTOMER): 59157 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/348ad5ca-9d19-41f5-8f13-a0474dcff697_20250522T19:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a facility. I want to check on the patient eligibility. Can you assist me with that information?
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with the eligibility. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. My extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, the patient policy number is 02566526.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Oh yeah. Patient's first name is [PII]. The last name is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with the eligibility for [PII]. I am showing her policy. My pleasure. Showing her policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, I just want to know one thing about the patient. Is this primary for the patient or it's a secondary?
[AGENT][NEUTRAL] This is a secondary policy to the policyholders' major medical.
[CUSTOMER][POSITIVE] OK. Thank you so much. And you said your name is [PII], right?
[AGENT][NEUTRAL] That's correct and it's [PII], and [PII], if you need a reference number, you can use my name and today's date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes, [PII]. Thank you for your wonderful assistance and you have a great day. Take care.
[AGENT][POSITIVE] Hope you have a wonderful day as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Mhm. Take care. Bye-bye.