AccountId: 011433970860
ContactId: 892f00d7-dbd8-4b95-8da7-86c24c91daed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84019 ms
Total Talk Time (AGENT): 45352 ms
Total Talk Time (CUSTOMER): 27848 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/892f00d7-dbd8-4b95-8da7-86c24c91daed_20250320T20:54_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] Good afternoon [PII]. My name is [PII] and I'm trying to verify eligibility for a patient that's in the hospital.
[AGENT][POSITIVE] Monday, it would be my pleasure to assist you with eligibility, and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient?
[CUSTOMER][NEUTRAL] 025 06892
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and I can help you with that eligibility. [PII], I'm showing [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][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Is there a group numbers signed to this policy?
[AGENT][NEUTRAL] There is, that group number is 80071.
[CUSTOMER][POSITIVE] Thank you so much for your help. May I have the initial to your last name also?
[AGENT][NEUTRAL] [PII] and reference number would be my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you again have a great day.
[AGENT][POSITIVE] And thank you for calling APL [PII]. Have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.