AccountId: 011433970860
ContactId: 1b279725-ce96-4de8-ab9a-6bcff31b2f99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88849 ms
Total Talk Time (AGENT): 48951 ms
Total Talk Time (CUSTOMER): 24385 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/1b279725-ce96-4de8-ab9a-6bcff31b2f99_20241230T16:24_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] Uh, that I was calling to see if you didn't tell me if this policy is active.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, [PII] last initial [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] ENS
[AGENT][NEUTRAL] Thank you. And what is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. It'd be my pleasure to assist you with that eligibility. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01871927.
[AGENT][NEUTRAL] And the patient's name and date of birth please, ma'am.
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. I can help you with that eligibility. But her policy is active. Effective date is for [PII], and this is her secondary policy to her primary coverage. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, could I get a reference number?
[AGENT][NEUTRAL] It's gonna be my name in today's date and I spell my name [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] And thank you for calling APL and hope you have a wonderful day and a very happy New Year.
[CUSTOMER][NEUTRAL] You too bye bye.