AccountId: 011433970860
ContactId: 4fefeed9-e725-43dc-b465-07b916d29b88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78819 ms
Total Talk Time (AGENT): 34141 ms
Total Talk Time (CUSTOMER): 29429 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/4fefeed9-e725-43dc-b465-07b916d29b88_20250103T17:50_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], um, I was just needing to verify eligibility for a patient.
[AGENT][POSITIVE] Yeah, I'd love to help you do some eligibility today. Do you have that policy number handy, my friend?
[CUSTOMER][NEUTRAL] Yeah, it's 02069892.
[AGENT][POSITIVE] Wonderful. And do you mind just real quick I get your name and a good call back number as well?
[CUSTOMER][NEUTRAL] Uh, yeah, it's uh my name is [PII], and the phone number is [PII].
[AGENT][NEUTRAL] Thank you and your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] Made, um, [PII].
[AGENT][NEUTRAL] Perfect, I see that here, um, your patient is current and active with us. She has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, and this is a secondary uh plan, is that right?
[AGENT][NEUTRAL] Yes, that is correct. We are their secondary supplemental insurance.
[CUSTOMER][POSITIVE] OK, um, that should really be all I need then. Thank you.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much for calling APL. I hope you have a fabulous day and a happy new year.
[CUSTOMER][POSITIVE] Yeah, you too. Thanks. Bye.
[AGENT][POSITIVE] Thank