AccountId: 011433970860
ContactId: 44f1b227-a858-4d48-8fcf-114d77b1bad1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94580 ms
Total Talk Time (AGENT): 38797 ms
Total Talk Time (CUSTOMER): 34577 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/44f1b227-a858-4d48-8fcf-114d77b1bad1_20250610T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Apria Healthcare, and I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, well, I can verify eligibility for you and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] That is going to be 02465170 ML8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Is [PII], um, [PII].
[AGENT][NEUTRAL] OK. I'm showing that policy number you gave, it terminated [PII]. However, I do show an active policy, and I give you that number when you're ready.
[CUSTOMER][POSITIVE] I'm ready, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. It's 2141794.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date is [PII] and the policy is active.
[CUSTOMER][POSITIVE] All right, fantastic. Thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.