AccountId: 011433970860
ContactId: 2c4fca37-c9d1-44e1-b6d3-af1472c455e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98019 ms
Total Talk Time (AGENT): 44190 ms
Total Talk Time (CUSTOMER): 44610 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2c4fca37-c9d1-44e1-b6d3-af1472c455e0_20250115T15:28_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Anyone who's been sick that you're aware of.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. This is [PII] from Waitrose Clinic. I just need to check the eligibility of a patient's insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], OK, Miss [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII] and that's [PII].
[AGENT][NEUTRAL] OK, thank you and then what is Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her policy number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02576600
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Awesome, uh, can I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Awesome, thank you. I appreciate all your help and you have a great rest of your day.
[AGENT][POSITIVE] You're welcome. You too [PII]. Thanks for calling APL you take care. Bye-bye.
[CUSTOMER][POSITIVE] Thanks thanks bye bye.
[CUSTOMER][NEUTRAL] You too