AccountId: 011433970860
ContactId: a746a887-a0dd-49bd-b58f-ff3244698a01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73250 ms
Total Talk Time (AGENT): 30179 ms
Total Talk Time (CUSTOMER): 50885 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a746a887-a0dd-49bd-b58f-ff3244698a01_20250603T16:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Uh, good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm a medical provider calling for eligibility on a secondary insurance, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] It is 025-71988.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, the best callback number is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, his name is [PII] and his date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII] and he is active on the policy.
[CUSTOMER][POSITIVE] So yeah, she, I mean he, he took care of her.
[CUSTOMER][POSITIVE] Perfect thank you so much and do you have a reference number to this call by any chance?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your time and help.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.