AccountId: 011433970860
ContactId: 6597f9bb-b03c-4eeb-9909-3cd8c503d554
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114180 ms
Total Talk Time (AGENT): 56815 ms
Total Talk Time (CUSTOMER): 34570 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/6597f9bb-b03c-4eeb-9909-3cd8c503d554_20250107T16:30_UTC.wav
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[AGENT][POSITIVE] I'm sorry, good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, Ms. [PII]. I was calling to get some help with verifying eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[AGENT][POSITIVE] Thank you, [PII] and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number please, ma'am?
[CUSTOMER][NEUTRAL] I have 2353095.
[AGENT][NEUTRAL] And the patient's name and date of birth please, ma'am.
[CUSTOMER][NEUTRAL] Yes, we have [PII], last name [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh, just a 2nd, [PII], sorry.
[AGENT][POSITIVE] All right, thank you, not a problem.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I do have AD's policy pulled up.
[AGENT][NEUTRAL] I'm showing that her policy is active with the effective date of [PII], and this is a secondary policy to her primary insurance. Are you needing specific benefits?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Uh, no, not at this time, just a reference for the call.
[AGENT][POSITIVE] Reference number would be my name and today's date, and I spell my name [PII]. My pleasure to assist you with that eligibility, [PII]. Thank you for calling APL. Hope you have a great day.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] You do the same. Happy New Year.
[AGENT][POSITIVE] Happy New Year to you as well. Thank you. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye