AccountId: 011433970860
ContactId: 5112f8a8-5ab5-4674-8d26-c5c1d7ad1fcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111040 ms
Total Talk Time (AGENT): 61811 ms
Total Talk Time (CUSTOMER): 39952 ms
Interruptions: 2
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/5112f8a8-5ab5-4674-8d26-c5c1d7ad1fcb_20250414T17:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi I'm calling from a doctor's office and I, I'm calling to check eligibility.
[AGENT][POSITIVE] Well, 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 callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 1419025 M as in Mary, L as in Lion 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, the patient's name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And I understand you're needing eligibility and benefits for [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] I can help you with that. [PII], I'm showing that her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders' major medical. And you said you were needing benefits, what type of benefits are you needing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all I need that's all I need thank you so much. uh, can I have a confirmation number for this call?
[AGENT][POSITIVE] OK, this eligibility. My pleasure.
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with that eligibility for Eleanor. Thank you for calling ATL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you so much OK.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.