AccountId: 011433970860
ContactId: 1228da24-6fb2-4e69-b077-6302508f180b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87500 ms
Total Talk Time (AGENT): 30841 ms
Total Talk Time (CUSTOMER): 27951 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/1228da24-6fb2-4e69-b077-6302508f180b_20250527T17:44_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 [PII], this is [PII] with Ortho Central. I need to check eligibility on a patient please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am. 01677928.
[AGENT][POSITIVE] Thank you [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] No ma'am, just eligibility and effective date.
[AGENT][NEUTRAL] OK, I can give that to you. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK perfect and just a reference number for our call?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You as well.
[CUSTOMER][NEUTRAL] Bye bye.