AccountId: 011433970860
ContactId: 3a51dbb7-9f80-4125-9e3b-e41a523117d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114000 ms
Total Talk Time (AGENT): 43212 ms
Total Talk Time (CUSTOMER): 48791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/3a51dbb7-9f80-4125-9e3b-e41a523117d1_20250507T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is Lexington Women's Care [PII]. I'm just calling about uh eligibility for a patient for our office.
[AGENT][NEUTRAL] OK, I can help you with eligibility.
[AGENT][NEUTRAL] May I please get your name and your call back number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII] is the middle initial Strange [PII] is the last name, date of birth is [PII] and the policy number is 02584152.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][POSITIVE] I do show that [PII] does have an active policy with us. It is current and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK, so we won't know until we submit the.
[CUSTOMER][NEUTRAL] Um, paperwork if she is, uh, eligible for secondary coverage, right?
[AGENT][NEUTRAL] She is eligible for secondary coverage.
[AGENT][NEUTRAL] Her effective date is [PII] of.
[CUSTOMER][POSITIVE] All right thank you so much ma'am.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] You have a wonderful day and thank you for calling.