AccountId: 011433970860
ContactId: 71c41db6-66c8-476b-8891-a541476feca2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79319 ms
Total Talk Time (AGENT): 38862 ms
Total Talk Time (CUSTOMER): 35660 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/71c41db6-66c8-476b-8891-a541476feca2_20250213T14:09_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Morning, [PII]. How's [PII] today?
[AGENT][NEUTRAL] Oh, cold? How are you?
[CUSTOMER][POSITIVE] Doing good. I used to live in [PII], so I always ask if I have to end up calling you guys. Um, I need to get eligibility on a young man, please.
[AGENT][NEUTRAL] I can help with that. I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII] with Medical University Hospital Authority.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Great, thank you. What's the policy number we're looking at, [PII]?
[CUSTOMER][NEUTRAL] 2446538
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] apparently [PII].
[AGENT][POSITIVE] Thank you. I appreciate that. I have to ask, is there a callback number that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect. The policy went into effect on [PII]. It is active. Now, is there anything else for Mr. uh Mr. [PII] that I can help with besides just the eligibility?
[CUSTOMER][NEUTRAL] That's it. I just need a reference number for the call.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] I appreciate it you guys try to stay warm out there.
[AGENT][POSITIVE] OK, well thank you so much for calling us. You have a good day. Thanks for contacting API.