AccountId: 011433970860
ContactId: 8b4dfbe1-8a17-400c-8d78-6ade81a4ac62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120599 ms
Total Talk Time (AGENT): 31707 ms
Total Talk Time (CUSTOMER): 59182 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/8b4dfbe1-8a17-400c-8d78-6ade81a4ac62_20250423T21:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi how are you? I was just trying to get eligibility for a patient that I have.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][POSITIVE] Yes, my name is [PII] and a good call back number is, uh, give me one second.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What's the phone number to here?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number of the patient [PII]?
[CUSTOMER][NEUTRAL] It's 0238887.
[CUSTOMER][NEUTRAL] 27 M as in man, L as in lion 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, thank you. And you were needing benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, just make sure that they're active.
[AGENT][NEUTRAL] Our policy is effective [PII], it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's under the it's under the dad which is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] The policy holder? OK, alrighty, and is there a reference number that you can provide me with?
[AGENT][NEUTRAL] Oh, it's just my name, [PII], first [PII], and today's date.
[CUSTOMER][NEUTRAL] Can you spell your name for me please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you so much I really appreciate that.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye bye.