AccountId: 011433970860
ContactId: a461d462-215e-4a4e-b253-bbffbe5f172c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88309 ms
Total Talk Time (AGENT): 53196 ms
Total Talk Time (CUSTOMER): 32590 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/a461d462-215e-4a4e-b253-bbffbe5f172c_20250127T17:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm just calling to check um to see if patient is eligible.
[AGENT][NEUTRAL] I can help you with that eligibility, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I have 02465362 ML7.
[AGENT][NEUTRAL] Excuse me. Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with that eligibility for [PII]. I am showing that her policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that's all I wanted to know.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Oh, perfect. Well it's been such a pleasure to assist you with that eligibility, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, nope. Do you do call reference numbers?
[AGENT][NEUTRAL] You can use my name in today's date and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] And thank you for calling APL Holly. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.