AccountId: 011433970860
ContactId: 743314c9-0b78-41e5-b0a8-4f6b165d7560
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101900 ms
Total Talk Time (AGENT): 43577 ms
Total Talk Time (CUSTOMER): 35099 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/743314c9-0b78-41e5-b0a8-4f6b165d7560_20250227T15:00_UTC.wav
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[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good, sorry, this is [PII] from Novon Health trying to see if a page that active coverage.
[AGENT][NEUTRAL] OK, I can help you with eligibility for a patient and you said your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh thank you [PII] I appreciate that. OK and uh what is your callback number sir just in case our call is disconnected and the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII]. I'm calling from Novo Health.
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] And the number
[CUSTOMER][NEUTRAL] They got they got 770566.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] I just got
[CUSTOMER][NEUTRAL] How I got a
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEGATIVE] You don't want, yeah.
[CUSTOMER][POSITIVE] OK. Thank you very much. I appreciate it.
[AGENT][POSITIVE] You're welcome [PII]. You have a good day thanks for calling APL sir.
[CUSTOMER][NEUTRAL] All right, you too, bye.
[AGENT][NEUTRAL] Bye-bye.