AccountId: 011433970860
ContactId: 90699624-d3db-46c3-a150-2925977ea551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109680 ms
Total Talk Time (AGENT): 52261 ms
Total Talk Time (CUSTOMER): 39969 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/90699624-d3db-46c3-a150-2925977ea551_20250516T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, hi, good morning. I'm calling for eligibility and benefits.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm happy to check on benefits and eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] It is 023.
[CUSTOMER][NEUTRAL] 728.
[CUSTOMER][NEUTRAL] 75, Mary Larry 8.
[AGENT][NEUTRAL] OK, I apologize. The phone cut out. I got 023 and then a 75.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, where is it? 02372875.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mary Larry #8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then for documentation, can I please get your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is um [PII] um let me see what the date of birth is.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK perfect and can I have a reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial and then today's date. My name is [PII], that's [PII] my [PII].
[CUSTOMER][POSITIVE] Perfect thank you sir have a great day.
[AGENT][POSITIVE] You you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.