AccountId: 011433970860
ContactId: 929595fa-1b64-40a9-91cc-7fd2560a3122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90739 ms
Total Talk Time (AGENT): 44107 ms
Total Talk Time (CUSTOMER): 35432 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/929595fa-1b64-40a9-91cc-7fd2560a3122_20250228T14:06_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] Um, yes, I was calling to, um, get eligibility on a patient.
[AGENT][POSITIVE] It will be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. The policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, 606-912.
[AGENT][NEUTRAL] 606-912.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII] and um [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with that eligibility. I'm showing that [PII]'s policy is active. Effective date is [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, yeah, I just wanted to, um, if she was make sure she was still on option A.
[AGENT][NEUTRAL] I can verify that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It is option A.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well thank you so much I appreciate all your help have a great rest of your day.
[AGENT][POSITIVE] I hope you have a great day as well, [PII] thank you for calling APL and a happy weekend to you.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.