AccountId: 011433970860
ContactId: 0797873f-a649-4f60-8d65-7d173a7fc2d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94150 ms
Total Talk Time (AGENT): 52870 ms
Total Talk Time (CUSTOMER): 34443 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/0797873f-a649-4f60-8d65-7d173a7fc2d4_20250220T13:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name's [PII] from AMed. Um, I just wanna verify eligibility for a patient, please.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with eligibility today. What is a good callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] Thank you, [PII] and
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is 02456511.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, [PII], um [PII].
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to assist you with that eligibility today, [PII]. I'm showing [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to his major medical coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, yeah, is there a reference number for this call?
[AGENT][NEUTRAL] It's gonna be my name and today's date, and I spell my name [PII] last name, [PII].
[CUSTOMER][POSITIVE] All right, got it thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Yes ma'am thank you right bye.
[AGENT][POSITIVE] Thank you. Bye bye.