AccountId: 011433970860
ContactId: 4d9d4c1d-8a08-4f2f-819f-33941dc6b33d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125569 ms
Total Talk Time (AGENT): 53319 ms
Total Talk Time (CUSTOMER): 47230 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/4d9d4c1d-8a08-4f2f-819f-33941dc6b33d_20250116T19:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I'm calling for eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. What is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] All right. Uh, it's gonna be 2, excuse me. 02440118.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh first name is [PII] Last name [PII] and date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, [PII]. I can help you with that eligibility for [PII]. I am showing his policy is active. The effective date is [PII], and this is a secondary policy to his major medical. Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK. Is there a reference number?
[AGENT][NEUTRAL] Reference number would be my name and today's date. I spell my name [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][NEUTRAL] OK. All right then. OK, well, that's gonna be all.
[AGENT][POSITIVE] Well, thank you, [PII] for calling APL. It's a pleasure to assist you today. I hope you enjoy your afternoon.
[CUSTOMER][POSITIVE] You have a good day as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] Oh come on.