AccountId: 011433970860
ContactId: a6231fad-20eb-43e9-ae17-5f51439f0d7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77510 ms
Total Talk Time (AGENT): 44480 ms
Total Talk Time (CUSTOMER): 27622 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/a6231fad-20eb-43e9-ae17-5f51439f0d7d_20250127T17:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Doctor [PII]'s office. Emily's Medical Group, and I'm calling for a mutual patient. I just wanted to check eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[AGENT][POSITIVE] Thank you, Honda and a good callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the policy number for the patient please ma'am?
[CUSTOMER][NEUTRAL] I have 2274042.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to help you with that eligibility for RA. I am showing that the policy is active. Effective date is [PII].
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] And copy?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Any copays for the patient?
[AGENT][NEUTRAL] There's no co-pay, deductible or co-insurance on this policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] My pleasure to assist you with eligibility. Thank you for calling APL Honda. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too, bye-bye.
[AGENT][POSITIVE] Thank you bye bye.