AccountId: 011433970860
ContactId: c01f4ccc-2c9a-4a9c-87d7-84b1e74b212d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91680 ms
Total Talk Time (AGENT): 48549 ms
Total Talk Time (CUSTOMER): 32442 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/c01f4ccc-2c9a-4a9c-87d7-84b1e74b212d_20250217T15:24_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] Hi [PII], my name is [PII]. I'm just calling from a doctor's office. I'm just trying to see if this patient's, um, policy is active. I think it might be a supplemental plan, so I was just seeing if it was still an active coverage.
[AGENT][POSITIVE] Well it would be my pleasure to assist you this morning, [PII]. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I'm showing 021 03372.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that eligibility for [PII]. I'm showing her policy is active. Effective date is [PII], and this is a secondary policy to her major medical insurance.
[CUSTOMER][NEUTRAL] OK, perfect. Is there a reference number for the call or just your name is fine?
[AGENT][NEUTRAL] It's gonna be my name in today's date, and I spell my name [PII]. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.