AccountId: 011433970860
ContactId: e76a64f9-3c2e-43a8-a545-84a4a176976d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95569 ms
Total Talk Time (AGENT): 48910 ms
Total Talk Time (CUSTOMER): 34762 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e76a64f9-3c2e-43a8-a545-84a4a176976d_20250130T19:36_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, good afternoon, [PII]. My name is [PII] and I'm calling from a provider's office trying to get um eligibility on the patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that eligibility. What is the callback number please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 02334373.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Well, [PII], I can help you with eligibility and benefits for [PII]. I am showing that his policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is his secondary policy to his primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the first initial of your last name?
[AGENT][NEUTRAL] Is [PII]. If you need a reference number, it would be my name and today's date. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Oh, [PII], thank you for calling APL. I hope you have a lovely afternoon.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye. Mhm.