AccountId: 011433970860
ContactId: 726635a2-e415-49b8-90ce-709685a94897
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99779 ms
Total Talk Time (AGENT): 36505 ms
Total Talk Time (CUSTOMER): 57371 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/726635a2-e415-49b8-90ce-709685a94897_20250610T14:36_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I need to verify eligibility.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Doctor's Hospital.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is um 01834858 ML 7.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] 1222 76.
[AGENT][NEUTRAL] And what's the patient's name?
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, just eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] The policy is active.
[CUSTOMER][NEGATIVE] I just don't want
[CUSTOMER][NEUTRAL] OK, perfect. And then would I use your name as the um reference number?
[AGENT][POSITIVE] Yes, ma'am. My name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect, no, that's it thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.