AccountId: 011433970860
ContactId: 55aa4e5c-eab7-44df-a0dd-6256d4ed085b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97449 ms
Total Talk Time (AGENT): 55697 ms
Total Talk Time (CUSTOMER): 28234 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/55aa4e5c-eab7-44df-a0dd-6256d4ed085b_20250226T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check to see if the patient has active coverage with you guys, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It is one.
[CUSTOMER][NEUTRAL] 565987.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the the, I'm sorry, the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to assist you with eligibility for [PII]. I am showing that her policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Do you have a call reference number please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Call reference number would be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure to help you with that eligibility, sir. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.