AccountId: 011433970860
ContactId: 82ea41af-645e-48ee-88cc-12d061764896
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98650 ms
Total Talk Time (AGENT): 35591 ms
Total Talk Time (CUSTOMER): 63167 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/82ea41af-645e-48ee-88cc-12d061764896_20250217T20:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Oh hi, good afternoon. Uh, this is [PII] calling from uh primary specialist office visit.
[CUSTOMER][NEUTRAL] Um, we're just calling because we have a member, uh, she provides in America, uh, public life insurance. We just need to know if her insurance is active.
[AGENT][NEUTRAL] OK, I can verify the eligibility for you, Ms. [PII], and what's that policy number, please? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 659-583 M as Miguel, L as Louis, and 7, the number 7. Her first name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And do you have a callback number?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Oh yes, I'm sorry. [PII] is my, my phone number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] OK. I'm sure her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, perfect. And can I please have a reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, OK. And can I have your name again? I'm sorry.
[AGENT][NEUTRAL] Uh, it's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Can you sorry.
[CUSTOMER][POSITIVE] OK. Amazing. Thank you so much, [PII], and have a great day.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling ATL. Bye.
[CUSTOMER][NEUTRAL] Mhm mm bye-bye. OK.