AccountId: 011433970860
ContactId: fb2a00b4-f75f-4c17-bce8-f668d3f0d1dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99220 ms
Total Talk Time (AGENT): 46039 ms
Total Talk Time (CUSTOMER): 50061 ms
Interruptions: 1
Overall Sentiment: AGENT=3.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/fb2a00b4-f75f-4c17-bce8-f668d3f0d1dc_20250414T15:56_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], this is [PII] with Virginia Cancer Institute. How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you today?
[CUSTOMER][NEUTRAL] Oh, good. I'm calling just to, um, we have a new patient coming in and their secondary insurance is American Public Life, and I wanted to see, make sure it's active and when their insurance started.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02444783
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility for [PII]. [PII], I'm showing her policy is active. The effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders' Major Medical. Anything else I can assist you with today?
[CUSTOMER][POSITIVE] Most no, that was easy enough. I appreciate you.
[AGENT][POSITIVE] Well, it's been my pleasure to assist you, and it was easy for me too. Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you. All right, dear, have a good one.
[AGENT][POSITIVE] Thank you for calling APL. You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.