AccountId: 011433970860
ContactId: 651ca72d-1c2f-47ca-9698-8a1d7ba7a00b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91790 ms
Total Talk Time (AGENT): 30474 ms
Total Talk Time (CUSTOMER): 30897 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/651ca72d-1c2f-47ca-9698-8a1d7ba7a00b_20250327T14:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I'm calling from back. I need eligibility and a number please.
[AGENT][NEUTRAL] What is your name, please? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And can you spell that for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. What is your callback number please [PII]?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] What is the policy number? Thank you so much.
[CUSTOMER][NEUTRAL] 02255726
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Thank you so much for the information and again you're calling for eligibility you mean benefits as well?
[CUSTOMER][NEUTRAL] No, just the eligibility date, date.
[AGENT][NEUTRAL] OK, the patient shows effective as of [PII], and this policy shows active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK. Well, thank you so much for your help. I appreciate it. Have a wonderful day.
[AGENT][POSITIVE] You as well and thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.