AccountId: 011433970860
ContactId: 4ecccc63-3419-4a0a-a43f-c625c0d50d62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106839 ms
Total Talk Time (AGENT): 43978 ms
Total Talk Time (CUSTOMER): 26139 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/4ecccc63-3419-4a0a-a43f-c625c0d50d62_20250114T17:55_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling to verify eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I've got 02565852.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Let me have that number one more time.
[CUSTOMER][NEUTRAL] 02565852.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Brazil the layers [PII].
[AGENT][NEUTRAL] OK, thank you. And let's see, you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] OK awesome thank you so much for your help I appreciate you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.