AccountId: 011433970860
ContactId: 787fde95-9b27-4e22-aac8-6e0e4fc4e6d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131038 ms
Total Talk Time (AGENT): 50321 ms
Total Talk Time (CUSTOMER): 35349 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/787fde95-9b27-4e22-aac8-6e0e4fc4e6d6_20250108T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm checking eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK my name is [PII].
[CUSTOMER][NEUTRAL] Callback number is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me think for just a second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number for her?
[CUSTOMER][NEUTRAL] Um, I have 1967922.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick so we can get the eligibility for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] Is there a call reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a great day and thank you thanks for calling APL.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][POSITIVE] All right take care bye bye.
[AGENT][NEUTRAL] You too bye bye.