AccountId: 011433970860
ContactId: 139916e2-0b64-4721-96e2-c7875179d7d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300239 ms
Total Talk Time (AGENT): 66309 ms
Total Talk Time (CUSTOMER): 39690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/139916e2-0b64-4721-96e2-c7875179d7d1_20250116T18:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, my name is [PII]. I need to get eligibility on a young lady, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] As soon as I quit swallowing down the wrong pipe.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02265945
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][POSITIVE] OK, thank you. All right, let's see what we have.
[AGENT][NEUTRAL] OK, looks like we have a different policy number for this number, so let me know when you're ready.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Go for it.
[AGENT][NEUTRAL] OK. Uh, the new policy number is 0255.
[AGENT][NEUTRAL] 6230.
[CUSTOMER][NEUTRAL] Is the other one just closed off or is this just an amended one?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, that one is, um, it looks like she got a new one starting on [PII]. The other one was terminated in the end of that, um, September.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she's got two different policies with you guys, OK.
[CUSTOMER][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So a reference number for the call.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will.
[CUSTOMER][POSITIVE] I appreciate it man thank you very much stay warm out there.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII], and thank you for calling APO.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Pa.