AccountId: 011433970860
ContactId: 9f20baba-3371-43ec-893d-b916977ccbb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80139 ms
Total Talk Time (AGENT): 42735 ms
Total Talk Time (CUSTOMER): 27847 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/9f20baba-3371-43ec-893d-b916977ccbb5_20250207T14:48_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just need to verify eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you spell that, please?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][POSITIVE] Thank you, [PII]. That's [PII]. And what is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is let's see 02545403.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that eligibility. I am showing that [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that is it thank you.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day and a very happy weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mm bye.