AccountId: 011433970860
ContactId: 41ce62d2-84eb-45c2-8026-578267d2224a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91879 ms
Total Talk Time (AGENT): 41751 ms
Total Talk Time (CUSTOMER): 36935 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/41ce62d2-84eb-45c2-8026-578267d2224a_20250307T14:22_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, my name is [PII]. I'm calling from Westmoreland Hospital, and I am just trying to verify if this is um an active insurance for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with eligibility, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number please, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have 02579241.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII], I might butcher this [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][POSITIVE] All right, thank you. It sounded good to me.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I can help you with that eligibility. [PII]'s policy is active. The effective date is [PII], and [PII], this is a secondary policy to his primary insurance.
[CUSTOMER][POSITIVE] OK perfect that was all that I needed.
[AGENT][POSITIVE] Well it was a pleasure to assist you with that eligibility. Thank you for calling APL, [PII]. I hope you have a wonderful day and a happy weekend.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.