AccountId: 011433970860
ContactId: 927d450e-3067-4e3e-a653-dfb08baac467
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92120 ms
Total Talk Time (AGENT): 46387 ms
Total Talk Time (CUSTOMER): 24253 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/927d450e-3067-4e3e-a653-dfb08baac467_20250312T13:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 02588702.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said you're checking eligibility, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we can provide that information, um, for you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] So I do have the effective date. I'm showing it to be [PII].
[AGENT][NEUTRAL] [PII] and the policy is active at this time and did you have any other questions?
[CUSTOMER][NEUTRAL] Yeah, can you just verify a claims mailing address for me for paper claims?
[AGENT][NEUTRAL] I'm sure it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Perfect and then can I just get a reference number for a phone call?
[AGENT][NEUTRAL] Mhm. My name in today's date, [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.