AccountId: 011433970860
ContactId: 0b3d3b0c-0112-40e7-993a-99b001307a09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72760 ms
Total Talk Time (AGENT): 35047 ms
Total Talk Time (CUSTOMER): 33448 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/0b3d3b0c-0112-40e7-993a-99b001307a09_20250408T13:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] with Doctor uh [PII]'s office. I was calling for eligibility on a patient.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with that, Miss [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the policy number please?
[CUSTOMER][NEUTRAL] 990178.
[AGENT][NEUTRAL] OK, I have that as 990178.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] There thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes ma'am, and you're calling to verify the eligibility and he shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] [PII] July, not June [PII], OK, and do you have a reference number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] We do not use reference numbers, but you can use my name [PII], last initials [PII] and today's date, please.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.