AccountId: 011433970860
ContactId: 77500fc5-433d-4d7b-bedc-1e73aa065c7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85940 ms
Total Talk Time (AGENT): 44329 ms
Total Talk Time (CUSTOMER): 24848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/77500fc5-433d-4d7b-bedc-1e73aa065c7e_20250307T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's, I have 02477140.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Perfect and then can I have the reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, and so my name is spelled [PII] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling if y'all have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.