AccountId: 011433970860
ContactId: eb61668a-1c46-47b3-ad0e-ea391d8c8696
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80830 ms
Total Talk Time (AGENT): 41048 ms
Total Talk Time (CUSTOMER): 37825 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/eb61668a-1c46-47b3-ad0e-ea391d8c8696_20250321T13:20_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][NEUTRAL] Hi, [PII]. My name is [PII]. I wanted to call just to see if this patient's insurance is active.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 2103258.
[CUSTOMER][POSITIVE] No problem, no problem.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that eligibility for [PII]. I am showing that her policy is active. Effective date is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you uh just what type of plan is it?
[AGENT][NEUTRAL] Anything else I can help you with?
[AGENT][NEUTRAL] So this is a secondary policy to her major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, no worries, and I think I'm all set.
[AGENT][POSITIVE] Well it's been a pleasure to assist you with that eligibility. [PII], thank you for calling APL and I hope you have a wonderful day. Happy weekend. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you as well thank you bye bye.