AccountId: 011433970860
ContactId: 0fd12678-2d65-4609-a343-fc3292d1b0dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109000 ms
Total Talk Time (AGENT): 53769 ms
Total Talk Time (CUSTOMER): 39009 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/0fd12678-2d65-4609-a343-fc3292d1b0dd_20250311T21:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Temecula Valley Primary, um, care physicians, and I was looking to get um.
[CUSTOMER][NEUTRAL] To find out if the patient was active.
[CUSTOMER][NEGATIVE] Are not his eligibility.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. uh, I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][POSITIVE] OK, can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] No problem [PII].
[AGENT][NEUTRAL] Thank you and then did you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 02584929.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] So it's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, and can I get a reference number?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] I'm sorry, can you repeat that? I'm sorry about that.
[AGENT][NEUTRAL] Sure, no, that's perfectly fine. Uh, my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK, so that's what the reference number would be?
[AGENT][NEUTRAL] Uh, first name, last initial and then today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.