AccountId: 011433970860
ContactId: 016151f3-8f3a-459d-8cf6-1be122dd0115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98860 ms
Total Talk Time (AGENT): 44343 ms
Total Talk Time (CUSTOMER): 40210 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/016151f3-8f3a-459d-8cf6-1be122dd0115_20250429T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with the provider office and I just wanted to check eligibility for a patient.
[AGENT][POSITIVE] Of course I can help you with eligibility today, [PII], what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02087937.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I had it right here.
[AGENT][NEUTRAL] OK, so it looks like this policy is no longer active. The effective date is [PII].
[AGENT][NEUTRAL] And it looks like the policy lapsed on [PII].
[CUSTOMER][POSITIVE] Alright awesome thank you so much and is there a reference number for this call?
[AGENT][NEUTRAL] Yes, it would be my first name, [PII]
[AGENT][NEUTRAL] My last initial [PII] and then today's date.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Thank you so much I hope you have a great day.
[AGENT][POSITIVE] Yes, thank you. Have a good day. Thanks for calling EPO.
[CUSTOMER][NEUTRAL] actually
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][NEUTRAL] Bye.