AccountId: 011433970860
ContactId: df1a2952-615e-4f7c-ab55-c5e3f8a08ce3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78250 ms
Total Talk Time (AGENT): 48157 ms
Total Talk Time (CUSTOMER): 23402 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/df1a2952-615e-4f7c-ab55-c5e3f8a08ce3_20250207T20:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] and I'm calling with the facility is to verify eligibility on a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to help you with that eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] 02156200
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII] at [PII]:1664.
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to help you with that eligibility. Actually, I'm showing that [PII]lyn's policy is active. Effective date is [PII]22, and this is a secondary policy to the policyholders' Major Medical.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] I can just get a reference number and I'll be good.
[AGENT][POSITIVE] Reference number is my name and today's date. I spell my name [PII] A, first initial last name L as in Lima. It was a pleasure to help you with that eligibility, Ashley. Thank you for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] All right you too. Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Hm.