AccountId: 011433970860
ContactId: da33a1d4-67ed-4ab0-bea7-4800f0965e96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178740 ms
Total Talk Time (AGENT): 81262 ms
Total Talk Time (CUSTOMER): 84388 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/da33a1d4-67ed-4ab0-bea7-4800f0965e96_20250409T15:17_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][POSITIVE] Hi good morning my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII], thank you for asking. How are you?
[CUSTOMER][NEUTRAL] I'm OK, thank you. I'm just calling for the eligibility uh for a member please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with eligibility. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] Policy number is 02585847ML8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you, and it would be my pleasure to help you with the eligibility for [PII], I'm showing that [PII]'s policy is active with the effective date of [PII], and this is a secondary policy to his primary insurance. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, what is the group name?
[AGENT][NEUTRAL] Other group name is.
[AGENT][NEUTRAL] Nutrition formulators.
[CUSTOMER][NEUTRAL] Nutrition.
[CUSTOMER][NEUTRAL] N U T R I T I O N, right?
[AGENT][POSITIVE] Mhm. That's right.
[AGENT][NEUTRAL] And then for, yeah.
[CUSTOMER][NEUTRAL] Formulators, OK. But yeah, F O F O R M U L A T O R S?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, um, any group number?
[AGENT][NEUTRAL] Group number is 17994.
[CUSTOMER][POSITIVE] I got all excited, OK and he's a subscriber?
[AGENT][NEUTRAL] You spelled it right. He is a subscriber.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] At least I got I got you laughing.
[AGENT][POSITIVE] That's right, hey, laughter is good for the soul.
[CUSTOMER][NEUTRAL] Yes, yes, OK, and I, and I, and I know your, your name and your, and your, uh, is the reference number. I know what it is. It's funny when you answer the phone. I, I thought it was you. I recognized the voice.
[AGENT][NEUTRAL] I, I, you know, and I recognized your voice too, [PII]. I was like, I know her.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Oh, I don't know if that's a good thing or a bad thing. I don't know.
[AGENT][POSITIVE] It's a good thing. It's a good thing. It's always nice to help you.
[CUSTOMER][POSITIVE] Oh, you too, thank you. OK, at least you maybe we'll talk soon.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Yeah, if we do, I hope I get you again if you have to call back. [PII].
[CUSTOMER][NEUTRAL] I we're always calling.
[AGENT][POSITIVE] Uh yeah. Well, it's been a pleasure to assist you as always, [PII]. I hope you have a wonderful afternoon. Take care. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[CUSTOMER][NEUTRAL] Bye