AccountId: 011433970860
ContactId: 1966370b-1385-48ee-806e-ea1787126fe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95339 ms
Total Talk Time (AGENT): 37691 ms
Total Talk Time (CUSTOMER): 43800 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/1966370b-1385-48ee-806e-ea1787126fe3_20250211T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling to see if you can verify a patient's eligibility for me.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, the best call number I have for you is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. So I'm gonna read it 01866557 ML 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Let me go ahead and read to you now. Name is [PII], last name [PII], first name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, it is active and then lastly if I could just have a reference number.
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, you said, and the, I'm sorry, and you said it's your, your name, your first name, last name initial, and then today's date, correct?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Hey, and no, that's it. I appreciate all the help. Thank you very much, [PII].
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.