AccountId: 011433970860
ContactId: 806bf5a4-3447-4586-8289-5208f0e34c87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100300 ms
Total Talk Time (AGENT): 43539 ms
Total Talk Time (CUSTOMER): 25600 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/806bf5a4-3447-4586-8289-5208f0e34c87_20250109T17:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] I need to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility on on a patient. What is your name please and your callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] The patient is [PII]
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then also the policy number, please.
[CUSTOMER][NEUTRAL] 02229695
[AGENT][NEUTRAL] OK, let me pull that policy in for us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and what is his um group number?
[AGENT][NEUTRAL] OK, let me look at that for you real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Group number is 15996.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] Welcome. You have a good day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.