AccountId: 011433970860
ContactId: c9094eac-4e64-4195-8d46-a54a8f46c551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74919 ms
Total Talk Time (AGENT): 38188 ms
Total Talk Time (CUSTOMER): 32799 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/c9094eac-4e64-4195-8d46-a54a8f46c551_20250228T13:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] PL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'd like to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 02581533.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And did you say you're checking benefit information, [PII]?
[CUSTOMER][NEUTRAL] Just the eligibility that's all.
[AGENT][NEUTRAL] Just eligibility? OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. I have the effective date for you. I'm showing [PII]. I show the policy is active at this time and did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Um, is this, uh, like a gap plan or just, uh, is her secondary?
[AGENT][NEUTRAL] It is secondary to the major medical plan. It's a supplemental meddling policy.
[CUSTOMER][NEUTRAL] OK, all right, is there a reference for the call?
[AGENT][NEUTRAL] My name in today's date, [PII], and anything else?
[CUSTOMER][POSITIVE] No, that's it thank you very much have a good day.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling