AccountId: 011433970860
ContactId: 91cc8536-0faf-4ddf-99f3-360bde14676b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93680 ms
Total Talk Time (AGENT): 47642 ms
Total Talk Time (CUSTOMER): 33074 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/91cc8536-0faf-4ddf-99f3-360bde14676b_20250220T15:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, [PII]. My name is [PII] and I'm just calling to get eligibility for a patient.
[AGENT][POSITIVE] What would be my pleasure to assist you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes I do. Thank you. And what is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, our policy number is.
[CUSTOMER][NEUTRAL] 02493350.
[AGENT][NEUTRAL] Thank you. So do the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and you're eligibility for [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] I can help you with that eligibility. I am showing that her policy is active. Effective date is [PII], and this is a secondary policy to her major medical insurance.
[CUSTOMER][POSITIVE] OK awesome, got it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Anything else I can help you with this all?
[CUSTOMER][POSITIVE] No ma'am, that was all thank you for your help.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.