AccountId: 011433970860
ContactId: ad71e9fe-d4e9-4acb-8c20-99dcb03b76cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69819 ms
Total Talk Time (AGENT): 31039 ms
Total Talk Time (CUSTOMER): 23329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/ad71e9fe-d4e9-4acb-8c20-99dcb03b76cd_20250228T13:56_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify patient eligibility.
[AGENT][NEUTRAL] I can help with eligibility and with whom am I speaking, please?
[CUSTOMER][NEGATIVE] Um, your phone's breaking up. I can barely hear you.
[AGENT][NEUTRAL] Yeah, I, I can, I can help with eligibility and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], OK, thank you. What is that policy number that we're looking at, please?
[CUSTOMER][NEUTRAL] 01838930
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] No, that was all I needed. Thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for contacting AP have a good