AccountId: 011433970860
ContactId: 9c7abd00-62e0-4a86-a7b2-1c71c0049a62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73370 ms
Total Talk Time (AGENT): 41490 ms
Total Talk Time (CUSTOMER): 20569 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9c7abd00-62e0-4a86-a7b2-1c71c0049a62_20250130T17:14_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] I'm calling to verify eligibility for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 02446531.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility and benefits for [PII]. I'm showing his policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance.
[AGENT][NEUTRAL] [PII], are you needing specific benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that was actually all I needed.
[AGENT][POSITIVE] Well, it's my pleasure to help you with that eligibility, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.