AccountId: 011433970860
ContactId: 6b31fd6f-a0ac-43ca-805d-fba19c703096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94620 ms
Total Talk Time (AGENT): 51468 ms
Total Talk Time (CUSTOMER): 45190 ms
Interruptions: 1
Overall Sentiment: AGENT=3.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/6b31fd6f-a0ac-43ca-805d-fba19c703096_20250107T16:04_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] Hi, good morning. I just need to verify eligibility for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. What is your name, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] [PII], thank you. And a good callback number?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] 02277726.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to assist you with eligibility. And her policy actually is no longer active. The term date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]. OK, and then you didn't see anything else for her?
[AGENT][NEUTRAL] No, ma'am, not with APL.
[CUSTOMER][NEUTRAL] 124. OK, are you able to provide a reference number?
[AGENT][POSITIVE] Reference number would be my name in today's date, and I spell my name [PII]. And [PII], it was a pleasure to assist you with eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's all thank you have a good day.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] Mm you too.
[AGENT][NEUTRAL] Bye bye.