AccountId: 011433970860
ContactId: 0cf8d8ff-ced1-4801-a932-34c609669d53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81379 ms
Total Talk Time (AGENT): 31257 ms
Total Talk Time (CUSTOMER): 22640 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0cf8d8ff-ced1-4801-a932-34c609669d53_20250210T16:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was wanting to get eligibility on my patient, please.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you uh what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 00974225.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active and uh [PII]'s effective date under this policy is his birthday, so [PII].
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][POSITIVE] All right thank you so much that was all I needed.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.