AccountId: 011433970860
ContactId: 3146b253-0930-4b7e-a32a-1510098e988c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148779 ms
Total Talk Time (AGENT): 34841 ms
Total Talk Time (CUSTOMER): 52887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/3146b253-0930-4b7e-a32a-1510098e988c_20250410T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. This is [PII] calling from provider office. So I want to confirm at least uh verification of a patient. Can you help me?
[AGENT][NEUTRAL] Yes, for eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Uh my first name is [PII] [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, yeah, the policy number is just a moment.
[CUSTOMER][NEUTRAL] 0248
[CUSTOMER][NEUTRAL] 4515.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Patient, first name is [PII] and last name is [PII]. And just a moment, let me check the
[CUSTOMER][NEUTRAL] Date of birth of the patient here.
[CUSTOMER][NEUTRAL] [PII], and your date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It looks like this policy terminated for 12024. Let me see if they have a current policy.
[CUSTOMER][NEUTRAL] OK, may I know the effective date?
[AGENT][NEUTRAL] Uh, it looks like it was the same day. So effective [PII] and then the policy term.
[AGENT][NEUTRAL] Same day.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. May I have reference number for this call?
[AGENT][NEUTRAL] A reference number is just my name, [PII], first initial to last name, [PII]. A date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. You