AccountId: 011433970860
ContactId: b98c707e-1722-4f8e-8592-98ac97de1532
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131250 ms
Total Talk Time (AGENT): 51170 ms
Total Talk Time (CUSTOMER): 42182 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/b98c707e-1722-4f8e-8592-98ac97de1532_20250530T16:01_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. I just need to get eligibility for a patient.
[AGENT][POSITIVE] I can help you with eligibility. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am. My first name is [PII] and a good callback number is [PII].
[AGENT][POSITIVE] Thank you so much. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. It is 021-66571.
[AGENT][NEUTRAL] OK give me just a moment while I look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] OK. The patient's date of birth is [PII]. The first name is [PII], and the last name is [PII]
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, I'm showing that this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] This is the meddling policy so it's secondary gap insurance so when filing a claim for this policy we will need the primary insurance EOB um in the claim.
[CUSTOMER][NEUTRAL] OK, is there a good call reference number I can get from you?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII], and today's date.
[CUSTOMER][POSITIVE] Yes, ma'am. I do appreciate it.
[AGENT][POSITIVE] Great, if there's nothing else I can help you with, thank you so much for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.