AccountId: 011433970860
ContactId: ab992554-a866-4033-a20f-22459c1452d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51340 ms
Total Talk Time (AGENT): 27709 ms
Total Talk Time (CUSTOMER): 20951 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ab992554-a866-4033-a20f-22459c1452d9_20250129T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, I just need to check eligibility on a patient.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] 01896318
[AGENT][NEUTRAL] Alright, let me pull that up and if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] Sure did.
[AGENT][NEUTRAL] In step
[CUSTOMER][NEUTRAL] 50%
[AGENT][NEUTRAL] Uh, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date is [PII], or the secondary insurance, so this will cover deductible and copay.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Great, that's what I got. Thank you so much.
[AGENT][POSITIVE] All right. You're welcome, [PII]. Have a good one.
[CUSTOMER][POSITIVE] Have you too take care.