AccountId: 011433970860
ContactId: 06d7f8ff-8ed7-4fec-ac5b-58efbb1c6d81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126599 ms
Total Talk Time (AGENT): 45389 ms
Total Talk Time (CUSTOMER): 47433 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/06d7f8ff-8ed7-4fec-ac5b-58efbb1c6d81_20250227T18:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Doctor [PII]'s office. I wanted to find out if a patient um has, is eligible and has co-pay benefits.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and benefits of a patient. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the ID number I have is 01659693 M like Mary, L like Leonard 8.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy lapsed on [PII]. I'm checking though to see if there's another policy that might be active for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, perfect.
[AGENT][NEUTRAL] No ma'am, there's no active policies with our company at this time.
[CUSTOMER][NEUTRAL] OK, no worries, I'll go ahead and note that here. um, by any chance, can I have a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name it's [PII] and today's date.
[CUSTOMER][POSITIVE] Mhm. OK, perfect. Thank you so much.
[AGENT][POSITIVE] Thank you [PII] you have a good day and and calling APL.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] No