AccountId: 011433970860
ContactId: 579a506a-c4d3-4753-a039-633fe9afb3c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83069 ms
Total Talk Time (AGENT): 43730 ms
Total Talk Time (CUSTOMER): 32904 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/579a506a-c4d3-4753-a039-633fe9afb3c2_20250113T16:39_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] Yes ma'am, I was calling to verify members eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] [PII] And may I have your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Hi Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and that's it.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 446268 [PII] 9 1184.
[AGENT][NEUTRAL] Thank you. All right, and you said you need eligibility. We have an effective date of [PII], and it is active at the moment. This is one of our limited hospital indemnity plans.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alrighty, do I have a reference number for the call?
[AGENT][NEUTRAL] Oh, just my name in today's date. Is there anything else I'm gonna help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Mm, no, ma'am, that's all thank you.
[AGENT][POSITIVE] Mhm. You're welcome and thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.