AccountId: 011433970860
ContactId: 155607d3-d1a1-4db8-9fca-5191afe704bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127059 ms
Total Talk Time (AGENT): 43327 ms
Total Talk Time (CUSTOMER): 60052 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/155607d3-d1a1-4db8-9fca-5191afe704bd_20250505T15:06_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi my lovely, my name is [PII]. I'm so sorry I didn't catch your name.
[AGENT][NEUTRAL] OK. My name is [PII].
[CUSTOMER][NEUTRAL] Oh hi [PII] yes [PII], I just needed help verifying um a policy for a patient.
[AGENT][POSITIVE] OK, I can assist with that, and I do apologize. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much and your callback number as well please, [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The callback number is going to be [PII].
[AGENT][POSITIVE] Thank you very much, and I'm ready for the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 01847989M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Thank you very much. verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much and you're calling to verify eligibility would you also need benefits for the member as well?
[CUSTOMER][NEUTRAL] No, fine, just eligibility.
[AGENT][NEUTRAL] OK. OK. I can help you with that. And she shows effective as of [PII] and this policy shows active.
[CUSTOMER][POSITIVE] Awesome thank you so much and I really do appreciate your help today um is there any confirmation um number or it's just your name and?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] To be.
[AGENT][NEUTRAL] Just my name and today's date, please. Yes, thank you, [PII].
[CUSTOMER][POSITIVE] Awesome my lovely, thank you so much I do appreciate your help today.
[AGENT][POSITIVE] You're welcome, [PII]. You have a great day and rest of your week and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you thank you bye bye.
[AGENT][POSITIVE] Thank you.