AccountId: 011433970860
ContactId: 3cd40e08-78e0-45c6-93e8-b545449e7d43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109360 ms
Total Talk Time (AGENT): 43638 ms
Total Talk Time (CUSTOMER): 45484 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/3cd40e08-78e0-45c6-93e8-b545449e7d43_20250114T18:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is Sydney Richmond Dermatology. I was just calling to see if I can, uh, check an eligibility for a patient's secondary insurance.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, and I'm sorry, can I get your name again?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Thank you [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, their policy number is 023.
[CUSTOMER][NEUTRAL] 01349.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII] and then the last name is [PII] um it's [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you. Um, let me see if I have a new policy. This one is terminated. One moment.
[AGENT][NEGATIVE] I don't have an active policy for this member. This one terminated on [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APO. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.