AccountId: 011433970860
ContactId: 264f33fe-2729-4417-8462-dae5b4d3fa77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78529 ms
Total Talk Time (AGENT): 40599 ms
Total Talk Time (CUSTOMER): 33506 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/264f33fe-2729-4417-8462-dae5b4d3fa77_20250402T13:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. my name is [PII]. I needed to verify eligibility for a patient please.
[AGENT][NEUTRAL] OK, I can assist with that. May I have your callback number?
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[AGENT][POSITIVE] Thank you so much and may I have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is 02292666.
[AGENT][NEUTRAL] OK, let me just repeat that, please. I have that as 02292666.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And she shows effective as of [PII] and his policy shows active for her. Would you need benefits as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, um, can you give me a reference number for the call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do not use reference numbers, Ms. [PII], but you can use my name and today's date. Um, again, my name is [PII]. Yes ma'am, my last initial is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, thank you Miss [PII], you have a wonderful day.
[AGENT][POSITIVE] You as well, Ms. [PII], and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am mhm bye bye.