AccountId: 011433970860
ContactId: 880baac0-a0d2-4b92-a900-f85df475bc40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152410 ms
Total Talk Time (AGENT): 69759 ms
Total Talk Time (CUSTOMER): 60791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/880baac0-a0d2-4b92-a900-f85df475bc40_20250106T15:44_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] initial [PII] checking for eligibility and um this call is being recorded for training quality purposes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Um, it's 01902318.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you. My pleasure to help you with the eligibility, Ga. I am showing that [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to his primary insurance. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, one moment, [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Um, there's no termination date as of now.
[AGENT][NEUTRAL] No, as of right now, there's no future termination date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, uh, what would be the claims mailing address?
[AGENT][NEUTRAL] Claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. Um, just to make sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, thank you and what would be the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[AGENT][NEUTRAL] Can I spell my name [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Yeah, um, thank you so much again for assisting me with this one and have a great day and bye for now.
[AGENT][POSITIVE] I hope you have a wonderful day as well. [PII]. Thank you for calling APL and take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you too, bye.