AccountId: 011433970860
ContactId: 7979deb6-c3dc-465c-b312-6fc815b4be2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173199 ms
Total Talk Time (AGENT): 33973 ms
Total Talk Time (CUSTOMER): 30221 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/7979deb6-c3dc-465c-b312-6fc815b4be2c_20250227T20:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. This is [PII]. I'm calling from a provider's office. Uh, we just need up on checking eligibility and benefits of one of our patients, please.
[AGENT][NEUTRAL] OK, how do you spell your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02467679.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] Date of birth? [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted eligibility?
[AGENT][NEUTRAL] And you were wanting eligibility?
[AGENT][NEUTRAL] And you were wanting eligibility on the policy?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I don't know what happened.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII].