AccountId: 011433970860
ContactId: 8ef9d236-6a8c-4e1c-bfde-638a60bfc716
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97269 ms
Total Talk Time (AGENT): 40120 ms
Total Talk Time (CUSTOMER): 38488 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/8ef9d236-6a8c-4e1c-bfde-638a60bfc716_20250224T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] Uh my name is [PII], my initial [PII]
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Last initial what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and my initial to my last name is [PII], and I just need to get an effective date and see if it's still active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 228-8808.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] I'm sorry, I hit the wrong button, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, and do you use a reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help and you have a great day I appreciate it.
[AGENT][POSITIVE] Oh, you too, ma'am, and thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you, uh huh bye bye.