AccountId: 011433970860
ContactId: a6ab3ae3-276e-4d37-961a-03b8b08c355d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109769 ms
Total Talk Time (AGENT): 56253 ms
Total Talk Time (CUSTOMER): 37303 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/a6ab3ae3-276e-4d37-961a-03b8b08c355d_20250404T17:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] and I'm calling just to confirm a patient's eligibility.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with eligibility. What is a good callback number?
[CUSTOMER][POSITIVE] [PII] and that's correct.
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is 1070133.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility for Marlon. I'm showing his policy is active. Effective date is [PII], and this is a secondary policy to his primary insurance. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, yes, just a reference number for our call.
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII]. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Nope that was it thank you so much you have a great day and a great weekend.
[AGENT][POSITIVE] Oh, thank you for calling APL. It's my pleasure to assist you with that eligibility. Hope you have a great day and weekend as well, [PII]. Thank you.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.