AccountId: 011433970860
ContactId: 6ca69740-7fb2-4b28-9ff7-cfd13d60457a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103519 ms
Total Talk Time (AGENT): 42958 ms
Total Talk Time (CUSTOMER): 42081 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/6ca69740-7fb2-4b28-9ff7-cfd13d60457a_20250303T14:39_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII] and I'm trying to check eligibility on a person.
[AGENT][NEUTRAL] I can help you, [PII], um, and you're just wanting the effective date of the policy is active?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK, thank you, and what's the policy number?
[CUSTOMER][NEUTRAL] We have 01812665.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for that information, [PII]. So I'm showing the effective date is [PII], um, but the policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] Um, just, uh, make sure I have the right claims address and a reference number if you have one.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. And what address do you have?
[CUSTOMER][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] That is correct and then you'll use my name in today's date as reference for today's call. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] ONYA first initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Uh bye bye.