AccountId: 011433970860
ContactId: 322038de-49b1-494e-b281-3f06d95209d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131679 ms
Total Talk Time (AGENT): 30307 ms
Total Talk Time (CUSTOMER): 54489 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/322038de-49b1-494e-b281-3f06d95209d8_20250516T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from [PII]. I was trying to verify eligibility on my patient.
[AGENT][NEUTRAL] Hi [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] We don't have an extension so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do, it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02419.
[CUSTOMER][NEUTRAL] 18 the letter M as in Mary, L as in Lima and then 7.
[AGENT][NEUTRAL] OK, I think I may have missed a number. Can you give me that number one more time, please?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 0241189 the letter M, the letter L and then the number 7.
[AGENT][NEUTRAL] OK, thank you. And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, it says [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like the policy is effective and active [PII].
[AGENT][NEUTRAL] And did you need benefits?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, I just need to make sure that if I all I do is add an remove it's good, um, OK, can I get a reference number?
[AGENT][NEUTRAL] Uh, yes, it's my name, [PII]. First initial to last is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.