AccountId: 011433970860
ContactId: ccc658f7-84bd-4d7a-b8c9-f4d5be56ba08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127760 ms
Total Talk Time (AGENT): 61951 ms
Total Talk Time (CUSTOMER): 52172 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/ccc658f7-84bd-4d7a-b8c9-f4d5be56ba08_20250207T13:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from our office checking on eligibility for a member.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I, uh, can you spell your name for documentation, please?
[CUSTOMER][NEUTRAL] Sure, [PII] and initial to my last name it's [PII]. Along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][POSITIVE] Well, thank you, I keep. It would be my pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number starts with 01639192 M as Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. I keep the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be a pleasure to assist you with that eligibility for [PII]. I'm showing her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[AGENT][NEUTRAL] [PII], is there anything else?
[CUSTOMER][NEUTRAL] OK, sure. Also help me with the, uh, help me with claim mailing mailing address.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Sure, thank you so much for your assistance. Just help me with the call reference number.
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great weekend ahead.
[AGENT][POSITIVE] I hope you have a great weekend as well. [PII]. Thank you for calling APL. Take care.