AccountId: 011433970860
ContactId: 59b09972-245f-4e5f-b20a-89b6fedae077
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94769 ms
Total Talk Time (AGENT): 44556 ms
Total Talk Time (CUSTOMER): 28739 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/59b09972-245f-4e5f-b20a-89b6fedae077_20250130T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify patient eligibility.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Uh, can you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 01867010 ML8.
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Thanks for that information, [PII] and you're just wanting to verify her effective date and uh if policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have that information for you. The policy effective date is [PII], and I show the policy is active at this time. And did you have any other questions I can help with today?
[CUSTOMER][NEUTRAL] No, that was it. Can I have a call reference number?
[AGENT][NEUTRAL] You'll use my name and today's date as your reference. T as [PII] R [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] And you're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.