AccountId: 011433970860
ContactId: 8df0e455-157f-4a01-bdd7-d55424c27626
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89239 ms
Total Talk Time (AGENT): 40390 ms
Total Talk Time (CUSTOMER): 41230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/8df0e455-157f-4a01-bdd7-d55424c27626_20250304T15:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi, good morning. I need to confirm um eligibility for a patient please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 142-388-1
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and Miss [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and on his effective date is [PII] and he is active on the policy.
[CUSTOMER][POSITIVE] Perfect thank you and then can you provide a reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Perfect thank you so much have a good day.
[AGENT][POSITIVE] Alright, you too, and thank you for calling APO Ms. [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.