AccountId: 011433970860
ContactId: 347f6506-8d8e-408a-b4e0-fafe15098abe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116029 ms
Total Talk Time (AGENT): 44512 ms
Total Talk Time (CUSTOMER): 32403 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/347f6506-8d8e-408a-b4e0-fafe15098abe_20250331T13:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is. Can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling for eligibility on a patient.
[AGENT][POSITIVE] I can help you with your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, [PII], what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The policy number is 01986411.
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII].
[AGENT][NEUTRAL] What was the birth year?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so now the policy number you provided, uh, it's no longer effective as of [PII], so no active coverage with APL.
[CUSTOMER][NEUTRAL] OK, alright, do you have a call reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Right. You're welcome.