AccountId: 011433970860
ContactId: 9cfcf110-d06d-4a84-824d-49aaf26f75da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121660 ms
Total Talk Time (AGENT): 42910 ms
Total Talk Time (CUSTOMER): 45077 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/9cfcf110-d06d-4a84-824d-49aaf26f75da_20250606T16:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I was wondering if you can tell me if a patient has active coverage.
[AGENT][NEUTRAL] Yes ma'am, I can verify eligibility for you. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if it's primary or secondary.
[AGENT][NEUTRAL] OK, uh, what's that policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] The policy number that we have.
[CUSTOMER][NEUTRAL] It's gonna be 01.
[CUSTOMER][NEUTRAL] 73
[CUSTOMER][NEUTRAL] 5270
[AGENT][NEUTRAL] Say that, um, after 2, what was the number again?
[CUSTOMER][NEUTRAL] 70.
[AGENT][POSITIVE] 70. Thank you, ma'am.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yep it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh [PII], OK, I can type, uh, show he had a policy with us. It terminated on [PII] of this year and it was a secondary policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] And then OK, so [PII].
[CUSTOMER][NEUTRAL] Alrighty and how did you spell your name?
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] And then do you have a call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help today I greatly appreciate that.
[AGENT][POSITIVE] All right, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you you too alright bye.
[AGENT][NEUTRAL] Bye.