AccountId: 011433970860
ContactId: 0c8a28dc-bfb0-4cc7-8a16-f389487dc110
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84099 ms
Total Talk Time (AGENT): 32558 ms
Total Talk Time (CUSTOMER): 32297 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0c8a28dc-bfb0-4cc7-8a16-f389487dc110_20250210T20:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office just looking for um some eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, let me get that.
[CUSTOMER][NEUTRAL] Um, 02350764.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Um, OK, I sure he had a policy with us effective [PII] and the policy terminated on [PII].
[CUSTOMER][POSITIVE] OK got you well that is all I needed to know thank you so much.
[AGENT][POSITIVE] All right, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][NEUTRAL] Bye.