AccountId: 011433970860
ContactId: 5b79ca1c-9a79-491b-a4e2-07dab084f9c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90180 ms
Total Talk Time (AGENT): 40317 ms
Total Talk Time (CUSTOMER): 35629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/5b79ca1c-9a79-491b-a4e2-07dab084f9c1_20250214T14:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I was needing to verify eligibility for a patient please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII] with Carryans Healthcare.
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is. I just backed out of it. Bear with me just one second.
[AGENT][POSITIVE] You're welcome. You're fine.
[CUSTOMER][NEUTRAL] It is 02419206.
[AGENT][NEUTRAL] Thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Uh, it shows she had a policy with us effective [PII]. It terminated [PII].
[CUSTOMER][POSITIVE] [PII], thank you very much. Can I get a reference number for the call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] At [PII]
[CUSTOMER][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] You too.