AccountId: 011433970860
ContactId: 401d3825-eae6-48f0-81ba-140ce9104820
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116180 ms
Total Talk Time (AGENT): 45708 ms
Total Talk Time (CUSTOMER): 39079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/401d3825-eae6-48f0-81ba-140ce9104820_20250414T21:24_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I, my name is [PII], and I'm needing to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Um, could I have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, policy number is 026-09335.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And did you say eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, she's effective [PII]. Uh, policy is active, and let me pull up her benefits.
[AGENT][NEUTRAL] Um, I can send a fax back of the benefits that outlines everything, or we can go over them as well on the phone.
[CUSTOMER][POSITIVE] That would be wonderful. That sounds amazing. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. What's your facts? Yeah, absolutely.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything you want to discuss on the phone or you want to look at the facts back and then if you have any questions?
[CUSTOMER][NEUTRAL] I'll, yeah, I'll just look at that.
[AGENT][NEUTRAL] OK, I'll get that faxed over right now. Give me about 2 minutes and you should receive it.
[CUSTOMER][POSITIVE] Sounds perfect thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.