AccountId: 011433970860
ContactId: 45a19f48-c4e2-4820-b7a5-faf95737e334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85860 ms
Total Talk Time (AGENT): 34477 ms
Total Talk Time (CUSTOMER): 28587 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/45a19f48-c4e2-4820-b7a5-faf95737e334_20250214T19:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Thank you. I need to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII], what is yours again, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 01369951 ML8.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing her policy terminated with us on [PII].
[AGENT][NEUTRAL] And I don't sure if she has any active coverage.
[CUSTOMER][POSITIVE] Perfect. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK. Thank you very much and have a good day.
[AGENT][POSITIVE] Oh, you too, Miss [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Bye.