AccountId: 011433970860
ContactId: 8ae35731-b9f7-46fb-8b9c-9642dd595d54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154169 ms
Total Talk Time (AGENT): 70480 ms
Total Talk Time (CUSTOMER): 53689 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/8ae35731-b9f7-46fb-8b9c-9642dd595d54_20250116T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Good morning. Um, your voice is kind of like, it's like groggly. um, I can't understand you hardly. What is your name again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. My name is [PII]
[CUSTOMER][NEUTRAL] I'm sorry, can you please repeat that?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] OK, um, I need to verify eligibility for this patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII] to my initial to my last name.
[AGENT][POSITIVE] Thank you Miss [PII] and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02545827.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] 1 sorry, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, thank you. Can I get the reference number on the call please?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, but I think um you might wanna check your phone because it seems like it's like you're groggy still and in you're, you're not coming out clearly.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I do apologize. I'll go ahead and check it out. OK.
[CUSTOMER][NEGATIVE] Yeah, yeah, you can't really understand you.
[AGENT][NEUTRAL] Yeah, it's probably the connection. I'm not sure what's happening.
[CUSTOMER][POSITIVE] OK thank you have a good day bye.
[AGENT][POSITIVE] OK. You as well, Miss [PII]. Thank you for calling ATM. Bye-bye.