AccountId: 011433970860
ContactId: 3403b742-23c4-44eb-b1be-a47dcd1da27f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85379 ms
Total Talk Time (AGENT): 41087 ms
Total Talk Time (CUSTOMER): 32658 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/3403b742-23c4-44eb-b1be-a47dcd1da27f_20250106T21:16_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, hi, Miss [PII]. I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some eligibility today, my friend. No worries. Can I have your name please?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], and may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, 0184.
[CUSTOMER][NEUTRAL] 843 9.
[AGENT][POSITIVE] Perfect. And then do you mind, Ms. [PII], if I also go ahead and get a good call back number from you?
[CUSTOMER][NEUTRAL] Of course, that's [PII].
[AGENT][POSITIVE] Wonderful. I appreciate that. And you remember his first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] We have [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. It looks like unfortunately, that patient is no longer active. She was termed on, hold on, I'm so sorry. Let me go back to that.
[AGENT][NEUTRAL] Turned on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and she has no uh other active policy in the system?
[AGENT][NEUTRAL] No, I'm sorry.
[CUSTOMER][NEUTRAL] Alrighty, no worries, you said [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty, thank you so much for that information. You have a great day and happy New [PII].
[AGENT][POSITIVE] My pleasure and likewise you too.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye bye