AccountId: 011433970860
ContactId: 580df16a-e0a2-46a6-9ce5-aef02e52aaa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151899 ms
Total Talk Time (AGENT): 49259 ms
Total Talk Time (CUSTOMER): 40215 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/580df16a-e0a2-46a6-9ce5-aef02e52aaa9_20250116T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I just need to check if a patient's active.
[AGENT][NEUTRAL] OK, I can help you with eligibility.
[AGENT][NEUTRAL] Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] It's [PII] callback number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] [PII], last name [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and thank you for that. And then what is [PII], I'm sorry, [PII]'s policy number?
[CUSTOMER][NEUTRAL] 613148
[AGENT][NEUTRAL] OK, let me pull her in real quick.
[AGENT][NEUTRAL] OK, that
[AGENT][NEUTRAL] Policy number is not pulling up. Could that possibly be her group number?
[CUSTOMER][NEUTRAL] Um, yes, hang on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I guess I don't have her actual policy number. I have her social.
[AGENT][POSITIVE] OK, that will work. Thank you.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] How are you today?
[AGENT][NEUTRAL] OK, let me try to find her by her social real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have
[AGENT][NEUTRAL] An active policy.
[AGENT][NEUTRAL] And her effective date is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Right