AccountId: 011433970860
ContactId: 60d595f2-9134-4905-835b-a8f900bb6f9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77589 ms
Total Talk Time (AGENT): 44087 ms
Total Talk Time (CUSTOMER): 27799 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/60d595f2-9134-4905-835b-a8f900bb6f9a_20250425T14:54_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]. I'm calling to get eligibility for one of your members.
[AGENT][POSITIVE] All right, I'm happy to check eligibility, [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] 02458537 [PII].
[AGENT][NEUTRAL] OK, thank you for that. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. What is patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date on here is [PII]. We're the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I get a reference number for this call, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Absolutely. It's my name with my last initial and today's date. My name is [PII], which is [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK thank you so much have a great day and a nice weekend.
[AGENT][POSITIVE] You're welcome. You too. Bye bye.