AccountId: 011433970860
ContactId: 68cc7978-2bab-4195-9579-745faaf10fad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98379 ms
Total Talk Time (AGENT): 54526 ms
Total Talk Time (CUSTOMER): 35059 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/68cc7978-2bab-4195-9579-745faaf10fad_20250403T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] here calling from Produ Sol So for claims.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Good morning, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good. How about you?
[AGENT][POSITIVE] I'm doing good, thank you for asking. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. That's the direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It's 02507525.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, [PII]. And how can I assist you with Mr. [PII]?
[CUSTOMER][NEUTRAL] Could you please provide me the eligibility for this patient, the effective date and the term date?
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility for [PII].
[AGENT][NEUTRAL] [PII], I'm showing his policy's effective date was [PII].
[AGENT][NEUTRAL] The policy turned on 8-25-2024.
[CUSTOMER][NEUTRAL] Got you. Can I have a reference number for this call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] I said that's all for today. Thanks unfortunately have a great day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Bye.