AccountId: 011433970860
ContactId: ce13102c-5028-422e-8d43-fb3939ee6999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85870 ms
Total Talk Time (AGENT): 41000 ms
Total Talk Time (CUSTOMER): 39393 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/ce13102c-5028-422e-8d43-fb3939ee6999_20250225T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I would like to check the um eligibility of a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you, [PII] and a callback number please, ma'am.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Uh, policy number 01670666.
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you [PII]. It would be my pleasure to assist you with that eligibility for [PII]. Her policy is active. The effective date is [PII], and this is a secondary policy to her primary insurance. Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it. Thank you so much and you have a great day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you. Oh, you too bye bye.
[AGENT][NEUTRAL] Bye bye.