AccountId: 011433970860
ContactId: 835d49dc-a6a1-446e-ae3c-6ec7889f59d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56959 ms
Total Talk Time (AGENT): 25697 ms
Total Talk Time (CUSTOMER): 21720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/835d49dc-a6a1-446e-ae3c-6ec7889f59d9_20250307T19:20_UTC.wav
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[AGENT][NEUTRAL] For contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify patients eligibility.
[AGENT][NEUTRAL] I can help with the eligibility. [PII], what's the policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02456705
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Een Havispo uh Hein. Date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number please that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. I appreciate that. The policy went into effect on [PII]. It is active. Now you mentioned eligibility, but are there any of the benefits that I can help with?
[CUSTOMER][NEUTRAL] No, I don't need them, thank you.
[AGENT][POSITIVE] OK, well is there anything else I can help with and thank you for contacting APL. Have a good day.