AccountId: 011433970860
ContactId: 2d0b6669-1e03-41a4-ada0-770ba2b01ff6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96980 ms
Total Talk Time (AGENT): 31320 ms
Total Talk Time (CUSTOMER): 35842 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/2d0b6669-1e03-41a4-ada0-770ba2b01ff6_20250320T19:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I am calling to check eligibility and benefits for a patient I have.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a callback number I can get?
[CUSTOMER][NEUTRAL] a callback number
[CUSTOMER][NEUTRAL] Uh huh, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02061514.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mac Sprains.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Yes ma'am, just to make sure he's eligible for he's having service done on Monday.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII]. The policy is active.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Thank you [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.