AccountId: 011433970860
ContactId: 2ab75c8f-f504-4c4b-8a4f-1726c74dc6dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144360 ms
Total Talk Time (AGENT): 45406 ms
Total Talk Time (CUSTOMER): 63495 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/2ab75c8f-f504-4c4b-8a4f-1726c74dc6dd_20250114T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. Um, my name is [PII], and I'm calling just to confirm a patient's eligibility.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Yes, [PII], and that's right.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you I appreciate that so much and then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, she has two last names. First name is [PII], and that[PII] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And then what is, yes, go ahead.
[CUSTOMER][NEUTRAL] And her date of
[CUSTOMER][NEUTRAL] Oh sorry, her date of birth is [PII].
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] And then what is her policy number please?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 62085 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] OK, thank you. I'm gonna pull that policy in for us real quick.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and her effective date is [PII] [PII].
[CUSTOMER][POSITIVE] Perfect. And do you all give reference numbers?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] You too, Ms. [PII], thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.