AccountId: 011433970860
ContactId: 59eecdf4-2dd2-4db9-8c5a-9e34fcf2dae3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88099 ms
Total Talk Time (AGENT): 43727 ms
Total Talk Time (CUSTOMER): 44206 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/59eecdf4-2dd2-4db9-8c5a-9e34fcf2dae3_20250123T19:30_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] Uh hi [PII], my name is Norma provider's office just checking eligibility on a patient please.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility, [PII], what is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] 02538422
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A date of birth [PII].
[AGENT][NEUTRAL] All right, thank you, [PII]. I can help you with that eligibility for Ms. [PII]. I am showing that her policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] 14 that's what I got right.
[AGENT][NEUTRAL] And this is a secondary policy to her major medical coverage.
[CUSTOMER][NEUTRAL] Yes, all right, that's what I have also. All right, [PII], are you [PII]?
[AGENT][NEUTRAL] Actually, I'm [PII], the other one, the other.
[CUSTOMER][NEUTRAL] [PII] right.
[CUSTOMER][POSITIVE] All right, we'll take the other one. I appreciate that. I appreciate your time. You have a good day.
[AGENT][POSITIVE] It's been a pleasure. Thank you, [PII]. It's a pleasure to assist you for, and thank you for calling APL. Have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.