AccountId: 011433970860
ContactId: b10395a1-0e0e-4776-b3c1-1d4de1e21ce5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99309 ms
Total Talk Time (AGENT): 53680 ms
Total Talk Time (CUSTOMER): 30273 ms
Interruptions: 0
Overall Sentiment: AGENT=3.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/b10395a1-0e0e-4776-b3c1-1d4de1e21ce5_20250404T15:41_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] I need to verify benefits on the patient.
[AGENT][POSITIVE] It would be my pleasure to help you with those benefits. May I ask your name?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][POSITIVE] Thank you [PII], and a good call back number.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient.
[CUSTOMER][NEUTRAL] It is 1,341,910.
[AGENT][NEUTRAL] And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And I understand you're needing benefits for [PII], and it would be a pleasure to assist you.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Or was it claim status?
[CUSTOMER][NEUTRAL] I actually just need eligibility, it's just eligibility.
[AGENT][POSITIVE] Or eligibility. I can help you with that too.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][POSITIVE] I'll just help you with whatever you need.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Let's see, [PII], I am showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII], and this is a secondary policy to her major medical insurance. Anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Well [PII], it's a pleasure to assist you with that eligibility. Thank you for calling APL. Hope you have a great day and a happy weekend.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye.