AccountId: 011433970860
ContactId: b671ff0b-8d6d-4fba-b06f-1f1fbd131e20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94739 ms
Total Talk Time (AGENT): 48249 ms
Total Talk Time (CUSTOMER): 38248 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b671ff0b-8d6d-4fba-b06f-1f1fbd131e20_20250305T17:58_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] Hold on.
[CUSTOMER][NEUTRAL] Hi Miss [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] Uh, my, my name is [PII], last initial [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have 130 1,306,730.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] We have Ms. [PII], 3164.
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with that eligibility for Ms. [PII]. I'm showing her policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright, alrighty and no ma'am, just a reference for the call.
[AGENT][NEUTRAL] Anything else I can help you with?
[AGENT][NEUTRAL] [PII] reference number would be my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name [PII] sorry.
[CUSTOMER][POSITIVE] Alrighty thanks.
[CUSTOMER][POSITIVE] Oh perfect. No, sorry about that.
[CUSTOMER][POSITIVE] Alrighty, perfect. Thank you so much for your help. You have a great day and stay safe.
[AGENT][POSITIVE] I hope you have a great day as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.