AccountId: 011433970860
ContactId: 2ad1b0bb-d9cb-4a98-83e8-06c66e390630
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86540 ms
Total Talk Time (AGENT): 35614 ms
Total Talk Time (CUSTOMER): 36290 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2ad1b0bb-d9cb-4a98-83e8-06c66e390630_20250107T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of a hospital trying to verify a member's eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Can you please give me your callback number in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] And then what
[CUSTOMER][NEUTRAL] It is 02359305.
[AGENT][NEUTRAL] OK, let me pull [PII] up real quick.
[CUSTOMER][NEUTRAL] Let me pull parts up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're so welcome [PII] I hope you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.