AccountId: 011433970860
ContactId: 0251afbf-b55a-4b20-a5f4-e02f1a79d260
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98150 ms
Total Talk Time (AGENT): 50230 ms
Total Talk Time (CUSTOMER): 38049 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0251afbf-b55a-4b20-a5f4-e02f1a79d260_20250505T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Good afternoon, [PII]. I'm calling from a facility to check this patient's eligibility for their upcoming procedure.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] Policy is 01659336 M like in Mary, L and then the number 8.
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and that will be [PII].
[AGENT][POSITIVE] Thank you so much. One moment.
[AGENT][NEUTRAL] All right. So it looks like patient's plan effective date was [PII]. Uh, looks like their plan has terminated as of [PII]. I don't show any other active coverage with us.
[CUSTOMER][NEUTRAL] Oh, OK, and you, and you said the effective date was [PII]? I'm sorry, I missed it.
[AGENT][NEUTRAL] I'm sorry, that's OK. [PII].
[CUSTOMER][NEUTRAL] Got you and nothing else. OK, well then, thank you again. Is there any reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial in today's date. My name again is [PII], that's [PII] and my [PII] initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And today's day, awesome thank you again. You have a nice rest of your day. Take care.
[AGENT][NEUTRAL] Mhm. You too. Bye bye.