AccountId: 011433970860
ContactId: 18d52ee7-1963-4681-b247-b1487b009087
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168300 ms
Total Talk Time (AGENT): 70943 ms
Total Talk Time (CUSTOMER): 52890 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/18d52ee7-1963-4681-b247-b1487b009087_20250116T14:56_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Florida's billing office to check on your eligibility status. Can you please help me with your eligibility status?
[AGENT][POSITIVE] It would be my pleasure. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I do apologize, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Callback number is [PII] with the extension of [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is the policy number for the patient? I'll be happy to assist you with that eligibility.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 022.
[CUSTOMER][NEUTRAL] 632
[CUSTOMER][NEUTRAL] 39
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima. 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Sure, one moment. Before that, can you please spell your name for a proper documentation purpose?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Patient's name and
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] I can help you with that eligibility, [PII]. I'm showing that this policy is no longer active as of [PII]. I did check and there is no active coverage with APL.
[CUSTOMER][NEUTRAL] Can you help me effective on applications plan.
[AGENT][NEUTRAL] Effective date is [PII] and termed on [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can you please repeat the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date and I.
[AGENT][POSITIVE] Spell my name [PII], and it was a pleasure to assist you with that eligibility. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all for today. How to stay safe. Thank you for your wonderful.
[AGENT][POSITIVE] You stay safe as well, [PII]. It's been a pleasure to assist you and thank you for calling APL.
[CUSTOMER][POSITIVE] Bye. Have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.