AccountId: 011433970860
ContactId: 3e101455-d2ff-4b07-94b0-e5ba461ac425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106519 ms
Total Talk Time (AGENT): 46036 ms
Total Talk Time (CUSTOMER): 40150 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/3e101455-d2ff-4b07-94b0-e5ba461ac425_20250205T14:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I need to verify somebody, um, like active activity or eligibility with you guys, yeah.
[AGENT][NEUTRAL] Eligibility?
[AGENT][NEUTRAL] OK, sure. Yes, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], you're calling from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. All right. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, 02046877.
[AGENT][NEUTRAL] Mm OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And you said you needed eligibility, and I have an effective date of [PII] and it terminated [PII]. There's no other policies available with us for this number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh all right thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] All right, well, thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you.