AccountId: 011433970860
ContactId: 02525b92-85f9-4707-a5e0-72acbc72ea04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77760 ms
Total Talk Time (AGENT): 32689 ms
Total Talk Time (CUSTOMER): 34650 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/02525b92-85f9-4707-a5e0-72acbc72ea04_20250306T21:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to verify eligibility.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] I have 019078883.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for that information. I just checking the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and effective date of [PII].
[AGENT][NEUTRAL] And the policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] No, is there a call reference or just your name in today's statement?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] And you spelling [PII]?
[AGENT][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're right, [PII], thank you for calling APL. Now the questions, have a good day.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh. You as well. Bye bye.
[AGENT][NEUTRAL] Bye bye.