AccountId: 011433970860
ContactId: 4287e876-8d5c-49b6-93d2-293e8a74b073
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116080 ms
Total Talk Time (AGENT): 54374 ms
Total Talk Time (CUSTOMER): 35933 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/4287e876-8d5c-49b6-93d2-293e8a74b073_20250507T21:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] and I'm with the facility, and I am just needing to verify, uh, eligibility for a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02120433.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm, uh, [PII] [PII].
[AGENT][NEUTRAL] Mm, thank you. OK, let me see if I have a new policy, Miss [PII]. This one is an old policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] OK, I did find a new one but it's also terminated um.
[AGENT][NEUTRAL] So the last policy I have here was from [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] All right, well that helps me out uh that's exactly what I needed. um, can I get a call reference number from you?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Nope, that takes care of me. I appreciate your time and help today thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] You're welcome.