AccountId: 011433970860
ContactId: 1c159c8c-4759-416c-8c3b-70bb7e4e22ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144820 ms
Total Talk Time (AGENT): 37531 ms
Total Talk Time (CUSTOMER): 44997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/1c159c8c-4759-416c-8c3b-70bb7e4e22ca_20250620T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] This is [PII] with APL. Is anyone there?
[CUSTOMER][POSITIVE] Hi, yes, I'm so sorry. Can you hear me?
[AGENT][NEUTRAL] Uh yes, I can hear you now.
[CUSTOMER][NEUTRAL] Good afternoon. OK, yeah, sorry about that. I was just trying to check if the patient is currently active, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Uh, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 022164A 9 ML 8.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, I have [PII] [PII].
[AGENT][NEUTRAL] Alright, I'm showing this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help. Is it gonna be any reference or it will be your name so I can get the spelling?
[AGENT][NEUTRAL] It'll just be my name and last initial and today's date. So [PII] and then today's date.
[CUSTOMER][POSITIVE] OK [PII] nice OK perfect thank you have a great day, OK? Thank you for your help.
[AGENT][POSITIVE] Thank you for calling. Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Alright, you too.