AccountId: 011433970860
ContactId: ddb308c3-f2be-4529-ab04-80dcc62196d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66040 ms
Total Talk Time (AGENT): 28400 ms
Total Talk Time (CUSTOMER): 27668 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ddb308c3-f2be-4529-ab04-80dcc62196d4_20250127T19:33_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Centera Medical Group. Um, I just need to get eligibility on a patient.
[AGENT][NEUTRAL] OK I I help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, it is 02440115.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, it is [PII], um.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you. The policy went into effect.
[AGENT][NEUTRAL] On um
[AGENT][NEUTRAL] [PII], it is active. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Uh, no, that, you said it is effective?
[AGENT][POSITIVE] Oh, yes, it is. Yes, it is in effect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty. Well, thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good afternoon.