AccountId: 011433970860
ContactId: 47e609eb-d71f-4483-b860-1f755e4d3667
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82769 ms
Total Talk Time (AGENT): 42818 ms
Total Talk Time (CUSTOMER): 29095 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/47e609eb-d71f-4483-b860-1f755e4d3667_20250227T16:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. I'm sorry, good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Wellstar MCG Health, and I'm just calling to verify eligibility to make sure your plan is active.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility this morning, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have 01636009.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and I could certainly help you with that eligibility for [PII]. I'm showing his policy is active. Effective date is.
[AGENT][NEUTRAL] [PII] and this is a secondary policy to the policy holder's primary insurance. Anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am. That's all I needed to know.
[AGENT][POSITIVE] Well thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.