AccountId: 011433970860
ContactId: 3de7a6bf-3c77-40be-ac8a-079c1926aa8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122410 ms
Total Talk Time (AGENT): 62054 ms
Total Talk Time (CUSTOMER): 37820 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/3de7a6bf-3c77-40be-ac8a-079c1926aa8f_20250521T16:18_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, [PII]. I need to verify benefits on a patient for orthotics.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and what is a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It's 01678935.
[CUSTOMER][NEUTRAL] Uh, ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] It's on [PII]. I'll spell the last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with the eligibility.
[AGENT][NEUTRAL] I am showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] This is a secondary policy.
[AGENT][NEUTRAL] Let me see if she has.
[AGENT][NEUTRAL] And she does not have benefits for orthotics only for inpatient and outpatient facilities.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mm, I would just need a reference number for the call.
[AGENT][NEUTRAL] Anything else I can help you with?
[AGENT][POSITIVE] Sure, it's gonna be my name and today's date, and I spell my name [PII]. It was a pleasure to assist you with those benefits. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that would be it thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.