AccountId: 011433970860
ContactId: 38b7fb14-cb98-4477-9bea-4ef17b0a4431
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77379 ms
Total Talk Time (AGENT): 44749 ms
Total Talk Time (CUSTOMER): 29382 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/38b7fb14-cb98-4477-9bea-4ef17b0a4431_20250114T17:30_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just need to verify eligibility, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Freeman Neosho Physician Group.
[AGENT][POSITIVE] Thank you, [PII], and the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02488460
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Um, [PII], and it's [PII].
[AGENT][POSITIVE] All right, thank you. It'd be my pleasure to assist you with the eligibility. Mr. [PII]'s policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, just a reference number if I could please.
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.