AccountId: 011433970860
ContactId: 51eb27e9-a9ce-4d22-8601-f6bed04544d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98000 ms
Total Talk Time (AGENT): 52339 ms
Total Talk Time (CUSTOMER): 31742 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/51eb27e9-a9ce-4d22-8601-f6bed04544d7_20250114T20:55_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] Hi [PII] I'm calling to verify eligibility of one of our patients.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 018.
[CUSTOMER][NEUTRAL] 491.
[CUSTOMER][NEUTRAL] 13.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the uh the patient's name and date of birth? I apologize.
[CUSTOMER][NEUTRAL] It is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to help you with that eligibility for Ms. [PII]. I'm not trying to say that last name.
[AGENT][NEUTRAL] I am showing that her house.
[CUSTOMER][NEUTRAL] Uh, I couldn't either.
[AGENT][POSITIVE] Sounded great to me when you said.
[AGENT][NEUTRAL] Let's see. So, Ms. [PII]'s policy is active. The effective date is [PII], and this policy is a secondary policy to the policyholder's major medical.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] OK perfect well thank you so much for your help. No, that'll be all.
[AGENT][POSITIVE] Well, [PII], thank you for calling APL. It was a pleasure to assist you with that eligibility, and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.