AccountId: 011433970860
ContactId: 8efa49e2-948e-4bc6-9599-d25cfa58d4f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85400 ms
Total Talk Time (AGENT): 43397 ms
Total Talk Time (CUSTOMER): 23168 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/8efa49e2-948e-4bc6-9599-d25cfa58d4f6_20250127T17:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just need to verify that a patient is active.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It's 608-6778.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and I can help you with the eligibility for [PII]. I am showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, does she still have option C?
[AGENT][NEUTRAL] I can verify that for you.
[AGENT][NEUTRAL] She does, and nothing has changed on the benefits.
[CUSTOMER][POSITIVE] Alright, that's all I needed then. Thank you for your help.
[AGENT][POSITIVE] And [PII], thank you for calling APL. It was a pleasure to help you with that eligibility. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.