AccountId: 011433970860
ContactId: 608d64c9-5af7-4b5f-a0b0-28432c3ebfe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80459 ms
Total Talk Time (AGENT): 29291 ms
Total Talk Time (CUSTOMER): 36141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/608d64c9-5af7-4b5f-a0b0-28432c3ebfe6_20250318T14:24_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Um, hello, Ms. [PII]. My name is [PII]. I'm calling to verify eligibility and obtain benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] direct line?
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02132118.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Now I do show this policy termed on [PII]. It's no longer active.
[CUSTOMER][NEUTRAL] [PII]. OK, thank you. That's all the information I need. Um, just to confirm, it's [PII].
[AGENT][NEUTRAL] Yes, that's when it turned, yes.
[CUSTOMER][POSITIVE] OK, thank you so much. um, can I have a call reference number if there is any?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Uh, no, that would be all for now, Ms. [PII]. Thank you so much. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.