AccountId: 011433970860
ContactId: 5ad6420e-40cc-4a9b-bc8a-b4abfca40fbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101930 ms
Total Talk Time (AGENT): 45538 ms
Total Talk Time (CUSTOMER): 50159 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/5ad6420e-40cc-4a9b-bc8a-b4abfca40fbd_20250213T15:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good morning, yes ma'am, I'm calling to get eligibility status for one of my patients.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 021-88333.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] OK, it's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I show effective date of [PII] and the policy is active.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and it's active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um excuse me, can you give me the client's address?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and is this the best number to call?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I will get that noted.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that was all.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too bye bye.