AccountId: 011433970860
ContactId: 91fb1eaf-08a9-4737-85c2-46355a48c4a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92309 ms
Total Talk Time (AGENT): 48912 ms
Total Talk Time (CUSTOMER): 38867 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/91fb1eaf-08a9-4737-85c2-46355a48c4a6_20250221T19:53_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on the patient's medical eligibility. Could you please help?
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] The members for policy number is 1066574.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with the eligibility for [PII], I'm showing the policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And this is the secondary policy to the policyholders Ma Medical.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] My name is [PII], if you need a reference number, it would be my name and today's date.
[CUSTOMER][NEUTRAL] May I know the
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. Thank you for your help. Have a good day and happy weekend.
[AGENT][POSITIVE] Happy weekend to you as well, [PII], and thank you for calling APL. Take care.