AccountId: 011433970860
ContactId: 7f946501-69b6-4dca-9eb0-704437d4f565
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75779 ms
Total Talk Time (AGENT): 32030 ms
Total Talk Time (CUSTOMER): 33689 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/7f946501-69b6-4dca-9eb0-704437d4f565_20250103T17:00_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from [PII]. Um, I just wanted to verify eligibility for a mutual patient.
[AGENT][POSITIVE] Yeah, I'd love to help you with some eligibility today my friend. Do you have that policy number handy?
[CUSTOMER][NEUTRAL] Yes, I have 02476613.
[AGENT][POSITIVE] Wonderful. And while I get that policy pulled up, do you mind if I also grab a good callback number from you, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII] extension [PII].
[AGENT][POSITIVE] Perfect. I really appreciate that. And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, I have [PII], uh date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect, your patient is current and active with us an effective date of [PII].
[AGENT][NEUTRAL] Was there any other information regarding eligibility that you're needing today?
[CUSTOMER][POSITIVE] Um, that was all I needed. Thank you so much for your help.
[AGENT][POSITIVE] Hey, my pleasure, Ms. [PII]. Thank you for calling APL. I hope you have such a wonderful day and a [PII].
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thanks.