AccountId: 011433970860
ContactId: d13b3596-6e94-4491-b3fe-9aa0a4e87be3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133789 ms
Total Talk Time (AGENT): 61408 ms
Total Talk Time (CUSTOMER): 38004 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/d13b3596-6e94-4491-b3fe-9aa0a4e87be3_20250414T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing, [PII]? My name is [PII]. I'm calling in for eligibility.
[AGENT][NEUTRAL] Yeah, well, [PII], I can help you with the eligibility today. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 250-1560.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII] direct?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling from provider's office?
[CUSTOMER][NEUTRAL] From hospital facility.
[AGENT][NEUTRAL] OK. And then what's the patient's first and last name and then date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, it looks like the policy is active.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] OK. No time.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Alright, and what type of plan is this?
[AGENT][NEUTRAL] Let's see, this is.
[AGENT][NEUTRAL] This is a meddling plan, so this is like a secondary insurance.
[CUSTOMER][NEUTRAL] Secondary, OK, great. Can I please have a call reference [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. It's my first name, which is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], I'm sorry, I keep calling you [PII].
[AGENT][NEUTRAL] Oh, no, it's OK. It's OK. um [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yeah, last initial [PII]
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you so much [PII] you have a great day.
[AGENT][POSITIVE] Yeah, you're welcome. Thanks. Have a good day. Thanks for calling APL mhm bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, bye.