AccountId: 011433970860
ContactId: caee1f5b-7dce-43ae-8a8a-fd2e15b66303
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112879 ms
Total Talk Time (AGENT): 21974 ms
Total Talk Time (CUSTOMER): 40595 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/caee1f5b-7dce-43ae-8a8a-fd2e15b66303_20250527T14:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mount Steinai Medical Center calling to verify patient eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Is 02566940 ML 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] What type of plan is it?
[AGENT][NEUTRAL] So secondary?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it like a gap coverage or?
[AGENT][NEUTRAL] Yes, you you need benefits?
[CUSTOMER][POSITIVE] No, that's, that's it. Thank you. I appreciate it.
[AGENT][POSITIVE] OK. Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.