AccountId: 011433970860
ContactId: ecfdcc28-4cf1-475c-a87c-6ce03f59290a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92849 ms
Total Talk Time (AGENT): 51589 ms
Total Talk Time (CUSTOMER): 26852 ms
Interruptions: 0
Overall Sentiment: AGENT=4.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/ecfdcc28-4cf1-475c-a87c-6ce03f59290a_20250115T13:47_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][POSITIVE] Good morning. This is [PII] with Bedro Orthopedic Associates, and I was calling to get eligibility and benefits on a patient that we have.
[AGENT][POSITIVE] It would be my pleasure to assist you, and I apologize, I missed your name. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you. And what is a good callback number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, [PII]?
[CUSTOMER][NEUTRAL] It is 01.
[CUSTOMER][NEUTRAL] 735266
[AGENT][NEUTRAL] And what is the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII] I'm sorry [PII].
[AGENT][POSITIVE] All right, thank you. It would be my pleasure to assist you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I am showing that our policy is active. Effective date is [PII], and this is a secondary policy to the policyholder's major medical. What type of benefits are you needing?
[CUSTOMER][NEUTRAL] Um, that was it. Just I just needed to know if it was active.
[AGENT][POSITIVE] All right. Well, it has been a pleasure to assist you and
[AGENT][POSITIVE] If there's anything else we can assist you with, please give us a call, [PII]. Thank you for calling APL and have a lovely day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.