AccountId: 011433970860
ContactId: 5d6fb9ef-e55b-420b-be67-aa8c85c505d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90900 ms
Total Talk Time (AGENT): 46140 ms
Total Talk Time (CUSTOMER): 28457 ms
Interruptions: 0
Overall Sentiment: AGENT=4.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/5d6fb9ef-e55b-420b-be67-aa8c85c505d7_20250221T14:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify patient eligibility.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] 2566425
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And I can help you with eligibility and benefits. I'm showing [PII]'s policy is active. The effective date is [PII]. This is a secondary policy to his primary insurance. And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That was all I actually needed. So thank you.
[AGENT][POSITIVE] All right, well, it was a pleasure to assist you with that eligibility. Anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Oh, that's it. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.