AccountId: 011433970860
ContactId: 05c48eff-4309-4fa5-99c4-9b09f1399dca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95970 ms
Total Talk Time (AGENT): 40847 ms
Total Talk Time (CUSTOMER): 33796 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/05c48eff-4309-4fa5-99c4-9b09f1399dca_20250519T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, I'm calling. I'm calling from Home analysis Center. My name's [PII]. I'm calling to verify patients.
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility for a patient, [PII], what is your callback number, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And their policy number is.
[CUSTOMER][NEUTRAL] 02583620 ML 8
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date is [PII] and the policy is current.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] Did, OK, all right, well thank you for calling APO. I hope you have a wonderful week.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] And you take care, [PII]. Bye-bye, sir.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.