AccountId: 011433970860
ContactId: 7a4c3bde-8812-41a3-aecf-10246ab42f11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113440 ms
Total Talk Time (AGENT): 46375 ms
Total Talk Time (CUSTOMER): 49651 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7a4c3bde-8812-41a3-aecf-10246ab42f11_20250128T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate it and what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, we have.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh last second last name, [PII]
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is [PII], uh.
[CUSTOMER][NEUTRAL] And [PII] is the date of birth.
[AGENT][NEUTRAL] Thank you and then what is the policy number? That's OK. No, I was gonna ask you that next.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] We have 0.
[CUSTOMER][NEUTRAL] Alrighty and then uh the policy shows 02570532.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] Alrighty and then a reference for the call.
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty, Ms. [PII], thank you so much for your help today. You have a great day. Have a great evening.
[AGENT][POSITIVE] You, you too, [PII]. Thank you so much. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you bye.