AccountId: 011433970860
ContactId: 57be8a10-7974-42c8-9314-045010ceec11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57939 ms
Total Talk Time (AGENT): 20759 ms
Total Talk Time (CUSTOMER): 32472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/57be8a10-7974-42c8-9314-045010ceec11_20250109T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from SSM Saint Joseph Hospital, and I'm calling to see, um, you, we have an EOB from you requesting for the primary EOB and I'm calling to see when did you become secondary because we're showing you as primary.
[AGENT][NEUTRAL] Uh, the policy is a secondary policy. It has always been a secondary. We don't offer, uh, major medical.
[CUSTOMER][NEUTRAL] Oh, so you are a secondary insurance.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and could you tell me how to spell your name?
[AGENT][NEUTRAL] Sure it's [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much for that information. I, uh, you have a good day.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, not at this time. Thank you.
[AGENT][POSITIVE] Alright thanks [PII]. I hope you have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too. Bye.