AccountId: 011433970860
ContactId: de2a32b1-38bd-4c32-bb11-2799c5e53fd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73730 ms
Total Talk Time (AGENT): 35800 ms
Total Talk Time (CUSTOMER): 28061 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/de2a32b1-38bd-4c32-bb11-2799c5e53fd1_20250625T13:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes ma'am. I was just trying to verify a secondary insurance for a patient.
[AGENT][POSITIVE] I, I can help with that. Thank you. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and your callback number if we're disconnected please?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and do you have the policy number?
[CUSTOMER][NEUTRAL] I do, um, it is 232-0074.
[AGENT][NEUTRAL] OK, thank you. I have it as 2320074 and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I have that member pulled up and you're calling for eligibility. Would you need benefits for the member as well?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK. The patient shows effective as of [PII], and this policy shows active as a secondary.
[CUSTOMER][NEUTRAL] [PII] you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect um, we'll mark it as that. Thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a great day take care.
[CUSTOMER][POSITIVE] You're welcome bye.
[AGENT][NEUTRAL] Bye.