AccountId: 011433970860
ContactId: a8957821-1686-432d-a1af-0573284f41a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126779 ms
Total Talk Time (AGENT): 59936 ms
Total Talk Time (CUSTOMER): 47627 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/a8957821-1686-432d-a1af-0573284f41a7_20250307T13:31_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] Hi, good morning. My name is [PII]. I'm calling to verify whether a patient was eligible for a data service, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, I have 02353116.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you. 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 Nada. I'm showing her policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Um, yes, just a couple of things. Thank you so much. Um, that policy number that I provided you, is that correct?
[AGENT][NEUTRAL] That is correct. That is her active policy. In effective [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Got you. And the group name?
[AGENT][NEUTRAL] Group name is.
[AGENT][NEUTRAL] Banco dereto.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And a reference for the call, please?
[AGENT][NEUTRAL] A reference number, you can use my name in today's date. I spell my name [PII] First initial of my last name is [PII].
[CUSTOMER][POSITIVE] Awesome. All right, thank you, [PII]. Have a great day.
[AGENT][POSITIVE] My pleasure to help you with that eligibility wise. Thank you for calling APL. Hope you have a great day as well and a happy weekend.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye