AccountId: 011433970860
ContactId: 75b3511b-66bd-4ffb-a244-ee33711226be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114800 ms
Total Talk Time (AGENT): 58966 ms
Total Talk Time (CUSTOMER): 38069 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/75b3511b-66bd-4ffb-a244-ee33711226be_20250327T15:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with neurodiagnostic monitoring. I'm calling to get eligibility and benefits on a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the patient's policy number?
[CUSTOMER][NEUTRAL] 1456751
[AGENT][NEUTRAL] I do apologize, my computer is not.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Not going as fast as we were. Can you, do you mind repeating that?
[CUSTOMER][NEUTRAL] Yeah it's 1456 7.
[CUSTOMER][NEUTRAL] 51.
[AGENT][POSITIVE] Thank you so much. I appreciate that. [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] All right, thank you. I do have his policy pulled up and were you needing eligibility or claim status?
[CUSTOMER][NEUTRAL] Um, I was just trying to get eligibility.
[AGENT][POSITIVE] I can help you with that.
[AGENT][NEUTRAL] [PII], I'm showing that [PII]'s policy is active.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Effective date is [PII], and this is a secondary policy to his primary insurance. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that is it.
[AGENT][POSITIVE] Well, [PII], thank you for calling APL and it's been a pleasure to assist you. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.