AccountId: 011433970860
ContactId: 28415494-0ff1-4a3b-bd39-8d190fef544c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119800 ms
Total Talk Time (AGENT): 36798 ms
Total Talk Time (CUSTOMER): 65096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/28415494-0ff1-4a3b-bd39-8d190fef544c_20250305T21:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to check a patient's um effective date on their policy.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][POSITIVE] Yeah, thank you. No, no, no, that, that was an eligibility. I apologize.
[AGENT][NEUTRAL] No, you're fine. Um, and your name is? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 607153-2212.
[AGENT][NEUTRAL] Um, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, yeah, I do. The last name is [PII] First name [PII]
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. It would be area code [PII], and that's a direct number.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] Um, I don't not show them in our system. You said last name is [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah. It might have been, they may have put it in incorrectly. What I'll end up doing is just contacting the surgeon's office just to check, but I was like, oh, let me try real quick to see because you guys are so fast.
[CUSTOMER][POSITIVE] So now let's see what happens. I'm so grateful for your time and kindness, [PII]. I hope you have a wonderful evening. Thank you for checking.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Alright awesome thanks a lot.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Um