AccountId: 011433970860
ContactId: 511fb2f2-c331-43dc-ba17-e355de0cec1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89529 ms
Total Talk Time (AGENT): 42950 ms
Total Talk Time (CUSTOMER): 37350 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/511fb2f2-c331-43dc-ba17-e355de0cec1b_20250521T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am. My name is [PII] calling from Medical Oncology Associates, and I am trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 007757778.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you. Give me one moment please, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII] I'm sorry, [PII], and he is active on the policy.
[CUSTOMER][POSITIVE] Perfect. OK, verified by phone and what is your name again?
[AGENT][NEUTRAL] Uh, my name is [PII] And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that will be it.
[AGENT][POSITIVE] Alright well I thank you so much for calling APL you have a great day.
[CUSTOMER][POSITIVE] Thank you do the same.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.