AccountId: 011433970860
ContactId: 5b70ba8b-db71-4735-8e3c-f748356510d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101319 ms
Total Talk Time (AGENT): 53174 ms
Total Talk Time (CUSTOMER): 36721 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/5b70ba8b-db71-4735-8e3c-f748356510d6_20250505T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], I'm calling to confirm benefits for patients please.
[AGENT][POSITIVE] All right. Yeah, happy to check.
[CUSTOMER][NEUTRAL] Or eligibility more like it.
[AGENT][NEUTRAL] Can I get the patient's policy number, please?
[CUSTOMER][NEUTRAL] Um, she provided a outpatient contract number.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0260.
[CUSTOMER][NEUTRAL] 771 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M as in Mary, L as in.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 8
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then can I grab your first name just for documentation?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, [PII]
[AGENT][NEUTRAL] Um, and then can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] [PII].
[AGENT][NEUTRAL] Perfect. So [PII] is active. Effective date on here is [PII]. Uh, this is a secondary plan, [PII], so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh awesome OK perfect and may I have a reference number for this call please?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, absolutely. So that's my name with the last initial to my name and then today's date. So my name is [PII], that's [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Wonderful thank you so much sir I hope you have a great day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Mm thank you bye