AccountId: 011433970860
ContactId: b091c33a-e79e-4b37-9089-986494eed31b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83120 ms
Total Talk Time (AGENT): 45950 ms
Total Talk Time (CUSTOMER): 28562 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b091c33a-e79e-4b37-9089-986494eed31b_20250224T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII], my name is [PII] and I'm with MUSC Podiatry, and I was calling to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Sure, I could take eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02219654.
[AGENT][NEUTRAL] All right, thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with uh co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK alright and is there a reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it, [PII]. Thank you so much and have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.