AccountId: 011433970860
ContactId: 0aa45b4e-a4e9-4b26-8407-4aa2ab2fdcd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83459 ms
Total Talk Time (AGENT): 47741 ms
Total Talk Time (CUSTOMER): 27557 ms
Interruptions: 1
Overall Sentiment: AGENT=3.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/0aa45b4e-a4e9-4b26-8407-4aa2ab2fdcd4_20250102T14:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] at Virginia Physicians for Women. I'm checking eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], let me help you with that. Do you have their policy number handy?
[CUSTOMER][NEUTRAL] Yes, it is 02444783.
[AGENT][NEUTRAL] And do you mind real quick if I also get a good callback number for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am. I appreciate that. And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect and I do see [PII] right here. She is current and active with an effective date of [PII] and.
[AGENT][NEUTRAL] You said you were looking, was it just for eligibility or be information? I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, just eligibility, that's it. And can I, can I have a reference number?
[AGENT][POSITIVE] OK, perfect. And then Miss [PII]. Perfect. Yes, ma'am. It's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling APL and I hope you have a fabulous day and a happy new year.
[CUSTOMER][POSITIVE] Thanks. Bye.
[AGENT][POSITIVE] Thanks. Bye-bye.