AccountId: 011433970860
ContactId: 54b43cb7-12c2-4b37-b841-b9e2abe839ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89989 ms
Total Talk Time (AGENT): 48443 ms
Total Talk Time (CUSTOMER): 29797 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/54b43cb7-12c2-4b37-b841-b9e2abe839ea_20250228T19:08_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify a patient's um insurance.
[AGENT][POSITIVE] It will be my pleasure to assist you. What is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you and 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] It is 025.
[CUSTOMER][NEUTRAL] 20562.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you. It would be my pleasure to assist you with that eligibility and benefit for [PII].
[AGENT][NEUTRAL] Showing her policy is active.
[AGENT][NEUTRAL] The Effective date is [PII], and this is a limited hospital indemnity policy. Are there, are there specific benefits you're needing?
[CUSTOMER][NEUTRAL] No, I was just looking for the eligibility.
[AGENT][POSITIVE] Alright, well, it has been a pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and I hope you have a very happy weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, [PII]. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.