AccountId: 011433970860
ContactId: ee220897-eda7-4fb4-9c74-a327ff01fad7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113400 ms
Total Talk Time (AGENT): 57420 ms
Total Talk Time (CUSTOMER): 41213 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ee220897-eda7-4fb4-9c74-a327ff01fad7_20250127T14:41_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hello, my, uh, yeah, hello, my name is [PII] and the last name initial is [PII]. I'm calling in the provider office to check the eligibility for the patient.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with the eligibility and benefits. What is the callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02199685 M as in Mike L as in Lima, and 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with the eligibility and benefits for [PII]. I'm showing her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[AGENT][NEUTRAL] And are you needing specific benefits for [PII]?
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] No, actually, I just need the eligibility.
[AGENT][NEUTRAL] All right. Anything else I can help you with?
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] No, that's it for the day. Uh, can I have the conference number, please?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And [PII], thank you for calling the APL. It was a pleasure to assist you this morning. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Yeah, you too. Thank you.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Right.