AccountId: 011433970860
ContactId: 20511c23-3421-432e-b05b-f97702198a58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121379 ms
Total Talk Time (AGENT): 60489 ms
Total Talk Time (CUSTOMER): 57967 ms
Interruptions: 2
Overall Sentiment: AGENT=2.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/20511c23-3421-432e-b05b-f97702198a58_20250321T13:40_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] Hi [PII], my name is [PII] and I am just trying to obtain eligibility dates today.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with the eligibility. What is the callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII]. That is a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number I have is 01670514.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Patient is [PII], maybe [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it would be a pleasure to assist you with that eligibility. Now, this policy actually turned on 12-1-19.
[AGENT][NEUTRAL] It was active from [PII] and turned on 12-119.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 13. OK. All right. And
[AGENT][NEUTRAL] I, I did check to see if she had any other coverage and she does not.
[CUSTOMER][NEUTRAL] She does not. OK. All right. And then how are you spelling [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And [PII], it was a pleasure to help you. Yeah, so many ways to spell it.
[CUSTOMER][POSITIVE] Thank you, appreciate that there's so many.
[CUSTOMER][NEUTRAL] It's just spell it. I know it, right?
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And [PII] do you use um reference numbers for your calls?
[AGENT][NEUTRAL] It's gonna be my name in today's date.
[CUSTOMER][POSITIVE] [PII]. OK, perfect. Thank you so much. I appreciate your help today.
[AGENT][POSITIVE] It's my pleasure to help you with that eligibility, [PII]. Thank you for calling the APL and I hope you have a very lovely weekend.
[CUSTOMER][POSITIVE] Thank you. You're the same.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.