AccountId: 011433970860
ContactId: 6a6ebb70-ebdb-4b0f-8d95-b33c45845339
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108239 ms
Total Talk Time (AGENT): 60706 ms
Total Talk Time (CUSTOMER): 26187 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/6a6ebb70-ebdb-4b0f-8d95-b33c45845339_20250522T15:03_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] Yes, [PII], I need to verify patients eligibility dates please.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please?
[CUSTOMER][POSITIVE] [PII] and that's correct.
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 02351431
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, and it would be my pleasure to assist you with that eligibility for Mr. [PII]. I'm showing his policy was active from [PII] and turned on [PII].
[CUSTOMER][NEUTRAL] OK, may I have a, uh, first initial to your last name and a call reference number?
[AGENT][NEUTRAL] Yes ma'am, the call reference number is my name and today's date, and I spell my name [PII], and I'm checking real quick to see if he had any further coverage after that date. Bear with me just one second for medical, for medical, he did not.
[CUSTOMER][POSITIVE] Alright, thank you so much for your help today.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility, [PII]. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.