AccountId: 011433970860
ContactId: 6ab95421-9f09-4f5e-a30b-3868387c2b2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101279 ms
Total Talk Time (AGENT): 43236 ms
Total Talk Time (CUSTOMER): 47574 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/6ab95421-9f09-4f5e-a30b-3868387c2b2a_20250319T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am just checking to see if someone has uh well a patient has.
[CUSTOMER][NEUTRAL] Um, secondary insurance, uh, please, uh, APL.
[AGENT][POSITIVE] Sure, I can definitely help you with the eligibility. Sure. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Just confirming.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII] and May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, sure. That is, bear with me, let me grab it again. My computer is stalling on me. Why are we stalling?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, take your time.
[AGENT][NEUTRAL] Because it's a computer and it's early.
[CUSTOMER][NEGATIVE] Why are we stalling? Are you kidding me?
[CUSTOMER][NEUTRAL] Here it is, right? Um, it is 02137685 for Miss [PII], 31679.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that and thank you for verifying her, and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Since [PII], is there any reference number or just use your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, no, just my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, well, thank you so much and I hope that you have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can help with?
[CUSTOMER][NEGATIVE] Uh, no thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks. Bye bye.