AccountId: 011433970860
ContactId: c216ddb2-8793-459f-9cf0-ba282877c0a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75680 ms
Total Talk Time (AGENT): 26643 ms
Total Talk Time (CUSTOMER): 28518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c216ddb2-8793-459f-9cf0-ba282877c0a6_20250515T12:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling with Borland Grover, and I'm calling to verify that a patient's plan is still active as a secondary.
[AGENT][NEUTRAL] OK. Happy to check on eligibility, [PII]. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. We have it as
[CUSTOMER][NEUTRAL] 02444664 ML 8.
[AGENT][NEUTRAL] Was there 16 or 2 6s, I'm sorry.
[CUSTOMER][NEUTRAL] 2 6s.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active, excuse me. Effective date is gonna be [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, perfect. That is all I need to know, Ms. [PII]. Thank you and I hope you have a great day.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.