AccountId: 011433970860
ContactId: 51d14b5a-2d19-4f39-b07a-f19fd25a3877
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77209 ms
Total Talk Time (AGENT): 37681 ms
Total Talk Time (CUSTOMER): 29783 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/51d14b5a-2d19-4f39-b07a-f19fd25a3877_20250219T15:00_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, good morning. I'm calling in reference to patients, um eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 9456664
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] No, can I also have your first name please?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Thank you and may I have a reference number as well?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate that.
[AGENT][POSITIVE] Oh, yes, ma'am. Thank you for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.