AccountId: 011433970860
ContactId: 441cef23-94ff-40ce-b978-538a5873a689
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127660 ms
Total Talk Time (AGENT): 61805 ms
Total Talk Time (CUSTOMER): 55516 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/441cef23-94ff-40ce-b978-538a5873a689_20250314T14:46_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. My name's [PII]. I'm calling from Mayo Clinic calling on eligibility status for a patient.
[AGENT][POSITIVE] OK, no, I'd love to help you look at some eligibility today. Do you mind if I snag a good call back number for you?
[CUSTOMER][NEUTRAL] Uh, sure, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you sir and do you mind if I also go ahead and get that policy number real quick, [PII]?
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Uh, sure, it is 01947648.
[AGENT][POSITIVE] Great perfect. Give me just a moment to get that pulled up for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, it's my pleasure. Are you having a wonderful day so far?
[CUSTOMER][NEUTRAL] Uh, not too bad. How about yourself?
[AGENT][POSITIVE] Oh, I'm doing great thanks for asking. It's Friday and it's Pie day, so I'm looking.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] March
[CUSTOMER][POSITIVE] Yeah, can't complain about that, huh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, what can go wrong on Pi Day?
[AGENT][NEUTRAL] Um, right, I do have that pulled up for you, my friend. If you wouldn't mind verifying, pretty please, your insured's first and last name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, sure, it is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. I do see Ms. [PII] here. It looks like she is current and active with us and she has an effective date of [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Well, I really appreciate it.
[AGENT][NEUTRAL] Is there anything else I can help you with? Oh.
[CUSTOMER][NEUTRAL] Um, do you give reference numbers for calls, [PII]?
[AGENT][NEUTRAL] Yeah, you can use my name [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Well, thank you so much for your help. I I hope you have a great day.
[AGENT][POSITIVE] You too [PII] enjoy and have a happy weekend.
[CUSTOMER][POSITIVE] Thank you. You also. Take care.
[AGENT][POSITIVE] My pleasure. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.