AccountId: 011433970860
ContactId: 6ebfbd77-1c6c-41c3-9ca8-6c93a09c7ef8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77029 ms
Total Talk Time (AGENT): 41899 ms
Total Talk Time (CUSTOMER): 28049 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/6ebfbd77-1c6c-41c3-9ca8-6c93a09c7ef8_20250131T20:40_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify that patient's insurance is active.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02117284.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you and I can help you with eligibility for both. I am showing his policy is active. Effective date is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] This is a secondary policy to the policyholders Major Medical. Anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] Well, [PII], thank you for calling APL. It was a pleasure to assist you with eligibility. I hope you have a great afternoon and a happy weekend.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.