AccountId: 011433970860
ContactId: b134284d-8c6b-4136-82a2-25653f71216d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96690 ms
Total Talk Time (AGENT): 48860 ms
Total Talk Time (CUSTOMER): 36557 ms
Interruptions: 0
Overall Sentiment: AGENT=4.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/b134284d-8c6b-4136-82a2-25653f71216d_20250123T20:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][POSITIVE] She, it would be my pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 01885, sorry, 01888537.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility for [PII]. I'm showing that his policy is active. Effective date is [PII], and this is a secondary policy to his major medical insurance. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all for that information. And could you please spell your name for me?
[AGENT][POSITIVE] My name is [PII] [PII], and it has been a pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You do the same. Stay safe. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.