AccountId: 011433970860
ContactId: adf0fe7a-f856-490e-afdc-35fbba527121
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100779 ms
Total Talk Time (AGENT): 50917 ms
Total Talk Time (CUSTOMER): 30451 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/adf0fe7a-f856-490e-afdc-35fbba527121_20250217T19:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at EBA Health. I'm just trying to verify patient eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I've never heard that name. That's pretty. And what is a callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][POSITIVE] Thank you, [PII] and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Yeah, that is 023314-30.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] All right, thank you. It would be a pleasure to assist you with eligibility and benefits for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] This is a secondary policy to her primary insurance.
[AGENT][NEUTRAL] And you were needing benefits as well?
[CUSTOMER][POSITIVE] Uh, no, that is actually all I needed. Thank you so much.
[AGENT][POSITIVE] Well, it was a pleasure to assist you with that eligibility for [PII], I'm sorry, just to see, thank you for calling APL and have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.