AccountId: 011433970860
ContactId: 60dbf6a4-129a-4d07-9f1e-8ac02dc73e36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89400 ms
Total Talk Time (AGENT): 39120 ms
Total Talk Time (CUSTOMER): 32787 ms
Interruptions: 1
Overall Sentiment: AGENT=3.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/60dbf6a4-129a-4d07-9f1e-8ac02dc73e36_20250512T14:53_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good morning. Thank you for contacting.
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. Hi, sorry, my name is [PII]. I'm calling from a facility. Hi, I'm just needing to verify eligibility for a member.
[AGENT][POSITIVE] Yeah, hi, how can I help you?
[AGENT][NEUTRAL] I can help with eligibility. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 1,457,170.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I do appreciate that. Thank you very much. So the policy went into effect on um
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. It is active. Is there anything else I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Um, I don't think so. You guys don't, um, keep a coordination of benefits on file, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, do you have a reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we'll use that today's date as a reference.
[CUSTOMER][POSITIVE] All right perfect thank you for your help [PII] you have a great day.
[AGENT][POSITIVE] Thanks for contacting AP have a good day.