AccountId: 011433970860
ContactId: 7ccd06c3-2b3e-477d-baec-731edb4cb701
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86050 ms
Total Talk Time (AGENT): 44877 ms
Total Talk Time (CUSTOMER): 24312 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/7ccd06c3-2b3e-477d-baec-731edb4cb701_20250328T12:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I'm just calling to see if, um,
[CUSTOMER][NEUTRAL] The patient's plan is active.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] It's [PII]. Last initial is [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's policy number, please?
[CUSTOMER][NEUTRAL] It is 02137710.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, [PII], it would be my pleasure to assist you with eligibility. I am showing that [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that is all.
[AGENT][POSITIVE] Well, thank you for calling APL. It was a pleasure to assist you with eligibility. Hope you have a great day and a happy weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.