AccountId: 011433970860
ContactId: d638a41a-1fa2-4060-9d6f-d3ff1d3ea3bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94500 ms
Total Talk Time (AGENT): 32290 ms
Total Talk Time (CUSTOMER): 42111 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d638a41a-1fa2-4060-9d6f-d3ff1d3ea3bd_20250422T17:11_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I am calling to verify the insurance for one of my patients.
[AGENT][NEUTRAL] I can help with eligibility with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. [PII], what is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 01611564, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I have [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything in particular that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No, no, I just needed to know if the insurance was um still act like currently active.
[AGENT][NEUTRAL] It is, yes, it is.
[CUSTOMER][POSITIVE] Perfect thank you so much. May I please have, sorry, your name, first initial and call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Thank you [PII]. I greatly appreciate your help today.
[AGENT][POSITIVE] Thanks for contacting AP have a good