AccountId: 011433970860
ContactId: 1a07d1e9-4e15-421b-882b-36bb2f6cd1fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102500 ms
Total Talk Time (AGENT): 50779 ms
Total Talk Time (CUSTOMER): 40991 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/1a07d1e9-4e15-421b-882b-36bb2f6cd1fb_20250122T17:39_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][POSITIVE] thank you.
[CUSTOMER][NEUTRAL] Hi I was calling to check eligibility for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, it's 02365912.
[AGENT][NEUTRAL] OK, thank you, [PII], and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now I can tell you that this policy is active. If you need further assistance for benefits or claims information, that would be um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Through the third party administrator Web TPA.
[CUSTOMER][NEUTRAL] Web TPA OK, I'll make a note of that.
[AGENT][POSITIVE] And I can give you their phone number as well.
[CUSTOMER][NEUTRAL] OK, what's their number?
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well thank you so much.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.