AccountId: 011433970860
ContactId: c5a71e30-6baa-4ffd-9150-795070f289b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79410 ms
Total Talk Time (AGENT): 39402 ms
Total Talk Time (CUSTOMER): 40821 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/c5a71e30-6baa-4ffd-9150-795070f289b9_20250212T19:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just going to um verify eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. What was your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, yeah, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 02284298.
[AGENT][NEUTRAL] Alright, thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you uh the fax back that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I think I have that information from last time. It was, yeah, so, yeah, and then, um, his daughter [PII], is she still active as well? OK, OK, perfect, yep, that's all I needed then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, she is.
[AGENT][NEUTRAL] OK, there's anything else I can help you with?
[CUSTOMER][POSITIVE] And no that's it all right.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you bye bye.