AccountId: 011433970860
ContactId: 7fc34e6b-45fa-4a27-b7ee-1ee239c7fdde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133179 ms
Total Talk Time (AGENT): 44581 ms
Total Talk Time (CUSTOMER): 53753 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/7fc34e6b-45fa-4a27-b7ee-1ee239c7fdde_20250213T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes I am, um, I'm calling a patient's adding her insurance on here, um, and I'm just trying to make sure it was active. I'm not even sure if I chose the right options in there, to be honest, sweetie.
[AGENT][NEUTRAL] No, it's totally fine. I can check eligibility and benefits. Do you have their, uh, policy number?
[CUSTOMER][NEUTRAL] I do, um, it is D4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 04.
[CUSTOMER][NEUTRAL] 088887.
[AGENT][NEUTRAL] All right, I actually can't pull them with that number. Do you have their name or social? I can try and search that way.
[CUSTOMER][NEUTRAL] Uh, name is [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Can you spell the last name? [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Take a look here.
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, hold on one sec. What's your date of birth again?
[CUSTOMER][NEUTRAL] [PII]. I'm gonna ask for that I think 2 or 3 times already.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Alright, so her her plan is active. The effective date on this is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and what's your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK, and do you happen to have a reference number or do I just use today's date?
[AGENT][NEUTRAL] Yes, ma'am. You just use my name with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Mhm yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Bye.