AccountId: 011433970860
ContactId: 9621b851-29a0-4465-8b83-ebdf23f9b6e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123029 ms
Total Talk Time (AGENT): 59146 ms
Total Talk Time (CUSTOMER): 26699 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/9621b851-29a0-4465-8b83-ebdf23f9b6e7_20241230T16:06_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 I was calling for the eligibility of a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, the number?
[AGENT][NEUTRAL] Yes, the policy number.
[CUSTOMER][NEUTRAL] 00785131
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. It would be my pleasure to assist you with eligibility for [PII].
[AGENT][NEUTRAL] Let's see, bear with me just one moment.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm checking on our eligibility. I apologize.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] Is it for today's date?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] As of right now, she has a future termination date of [PII]. So as of right now, her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her major medical coverage.
[CUSTOMER][POSITIVE] All right, OK, thank you.
[AGENT][POSITIVE] It's my pleasure to help you with that eligibility. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Thank you for calling APL. Hope you have a lovely day and a very happy New Year. Thank you, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too.