AccountId: 011433970860
ContactId: a3ee4855-2f92-4a38-a55c-c703c46788ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90459 ms
Total Talk Time (AGENT): 51428 ms
Total Talk Time (CUSTOMER): 36941 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/a3ee4855-2f92-4a38-a55c-c703c46788ef_20250218T15:43_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] Yes, my name is [PII], calling from Back the Hospital. I need to check your policy is active you are secondary to Cigna.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is a good callback number please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02317A25 MLB.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], [PII], [PII]. And how do you spell your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] A happy birthday to you.
[AGENT][POSITIVE] Yes, happy to speak to you as well, and it would be my pleasure to assist you with that eligibility. I'm showing that Orlando's policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance. Is there anything else I can help you? That's correct.
[CUSTOMER][NEUTRAL] OK, so no uh required.
[CUSTOMER][POSITIVE] No, that's it. Thank you, appreciate it. Have a wonderful day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII] and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Bye bye bye bye.
[AGENT][NEUTRAL] Bye bye.