AccountId: 011433970860
ContactId: 58b0b7a0-2111-4f5f-9549-26490a1add12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118010 ms
Total Talk Time (AGENT): 64941 ms
Total Talk Time (CUSTOMER): 36751 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/58b0b7a0-2111-4f5f-9549-26490a1add12_20250407T15:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Bundwi Clinic. I just need to verify eligibility.
[AGENT][POSITIVE] Well [PII], it would be my pleasure to assist you. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 01265685.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. And I understand you're needing eligibility and benefits for [PII]. It would be my pleasure to assist you. [PII], I'm showing that the policy is active. Effective date is [PII], and this is a secondary policy to the policyholder's Major Medical. Were there specific benefits you're needing?
[CUSTOMER][NEUTRAL] Uh, no, that's it. You said this is a secondary insurance?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, that's all I need. Thank you so much and what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, do you have a reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and have a lovely day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] No.