AccountId: 011433970860
ContactId: 629954be-cf0a-4e45-a8ae-06102a82d561
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171500 ms
Total Talk Time (AGENT): 57156 ms
Total Talk Time (CUSTOMER): 39399 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/629954be-cf0a-4e45-a8ae-06102a82d561_20250407T14:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, good morning. I'm trying to verify benefits and eligibility on a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits and eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII], first in my last name is going to be [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] D as in dog 40310301
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with the 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] OK. 02558551.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's going to be um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Let me check and see if I have a new policy. This one is, it looks like it's terminated, OK? One moment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I did not find a new policy. This one was terminated back in [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Oh, no, that'll be it. Thank you.
[AGENT][POSITIVE] All right. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.