AccountId: 011433970860
ContactId: 9ab4fc2f-38f8-46b1-bd43-0efd532de9e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129850 ms
Total Talk Time (AGENT): 60660 ms
Total Talk Time (CUSTOMER): 50049 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/9ab4fc2f-38f8-46b1-bd43-0efd532de9e6_20250409T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, Miss Miss [PII]. My name is [PII]. I'm calling from Saint Francis Hospital. I need to verify eligibility, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 01457129.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Say.
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK. Given
[AGENT][POSITIVE] OK then. OK, thank you. All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. It would be my pleasure to assist you with that eligibility. I am showing that this policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Effective date is [PII], and this policy is secondary to the policyholder's major medical. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much. Is it any call reference number?
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] My pleasure to help you with that eligibility, [PII]. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][POSITIVE] Thank you bye bye.