AccountId: 011433970860
ContactId: b86c55fc-34c1-4435-806d-461b9f9ed94a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76480 ms
Total Talk Time (AGENT): 23703 ms
Total Talk Time (CUSTOMER): 40901 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b86c55fc-34c1-4435-806d-461b9f9ed94a_20250515T13:44_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from [PII]. Yeah, I was calling to check and see if the patient's plan is active.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what is that policy number for that patient?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] It is 02581811.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[CUSTOMER][NEUTRAL] Play
[AGENT][NEUTRAL] Uh, yes, I've got this policy effective [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, is this a PPO plan or is it just a gap type insurance?
[AGENT][NEUTRAL] Yeah, it's like a secondary gap plan.
[CUSTOMER][POSITIVE] OK perfect thank you and I'm sorry your name again was?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] Thanks [PII] you have a great day.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye.