AccountId: 011433970860
ContactId: 1b810ff1-5ca1-4006-a3a8-07936140f739
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94970 ms
Total Talk Time (AGENT): 48640 ms
Total Talk Time (CUSTOMER): 36230 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1b810ff1-5ca1-4006-a3a8-07936140f739_20250224T14:25_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from provider's office, checking on eligibility status.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is 01839221 Mike Lima 8 and this call may be recorded for quality and training purposes.
[AGENT][NEUTRAL] No, that, that's fine. [PII], and it would be my pleasure to assist you. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII]. Just I wanted to know the effective and term date of the policy.
[AGENT][NEUTRAL] Alright, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] And the term date is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Uh, call reference.
[AGENT][NEUTRAL] It would be my name in today's date. I spell my name.
[CUSTOMER][NEUTRAL] Spell out
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] First initial last name, [PII], and it was a pleasure to assist you with that information. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, thank you so much, [PII], for the information and have a great day. Bye for now.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye