AccountId: 011433970860
ContactId: 3d956943-5679-457a-97af-9437b839c31d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156550 ms
Total Talk Time (AGENT): 41740 ms
Total Talk Time (CUSTOMER): 57660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/3d956943-5679-457a-97af-9437b839c31d_20250113T16:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APM.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] How may I
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling APO my name is how can I assist you? can you hear me?
[CUSTOMER][NEUTRAL] I can hear you now. You were cutting in and out at first. Can you hear me OK?
[AGENT][NEUTRAL] Oh, OK. Yes, I can hear you.
[CUSTOMER][NEUTRAL] OK, I was calling to verify eligibility and get benefits on the patient, please.
[AGENT][POSITIVE] I'd be happy to assist with the.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] First name please?
[CUSTOMER][NEGATIVE] It's cutting out on me again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, I can hear you now.
[AGENT][NEUTRAL] Sorry, I asked for your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Initial to my last name [PII]
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] is my direct line.
[AGENT][NEUTRAL] And what's the number?
[CUSTOMER][NEUTRAL] [PII] is my direct line.
[AGENT][NEUTRAL] No, I asked for the policy number after I asked for the phone number.
[CUSTOMER][NEUTRAL] 00, I'm sorry, I thought you didn't hear it the first time. Um, policy number is 01978707ML7.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Now I do show this policy termed on [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, is there a reference to our call?
[AGENT][NEUTRAL] From
[AGENT][NEUTRAL] My name [PII] initial [PII], and the date and time of the call. Would anything else I could assist with today?
[CUSTOMER][POSITIVE] Thank you very much. I appreciate your help.
[AGENT][POSITIVE] Thank you for calling.
[AGENT][POSITIVE] Good day.
[CUSTOMER][POSITIVE] Thank you, thank you, bye bye.