AccountId: 011433970860
ContactId: bb281b55-3e85-4d58-aff2-f3296691c6f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134770 ms
Total Talk Time (AGENT): 68582 ms
Total Talk Time (CUSTOMER): 43514 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/bb281b55-3e85-4d58-aff2-f3296691c6f6_20250414T15:44_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] Yes, hello. Good day. My name is [PII] with Aya Healthcare, and I am calling you today to verify the eligibility of one of our patients.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have, can you spell your name for documentation purposes?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And I can help you with that eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] It's 02422301.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You are needing eligibility for Marta, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I can help you with that. [PII], I'm showing that [PII]'s policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh yes. Um, may I know your name, please? and the reference for this call?
[AGENT][NEUTRAL] My name is [PII] and I spell it.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][NEUTRAL] And the reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, Ms. [PII], for your time and help. Have a good day. Bye bye.
[AGENT][NEUTRAL] Please
[AGENT][POSITIVE] Thank you, [PII] for calling APL. It was a pleasure to assist you and I hope you have a wonderful day as well. Take care.