AccountId: 011433970860
ContactId: 948d7382-f87a-4980-a39c-0a17067bc1fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113250 ms
Total Talk Time (AGENT): 37910 ms
Total Talk Time (CUSTOMER): 32928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/948d7382-f87a-4980-a39c-0a17067bc1fc_20250620T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Uh, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[AGENT][NEUTRAL] And [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number shows 02422313.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Uh, yes, we have [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII], and this is their secondary gap insurance policy.
[CUSTOMER][NEUTRAL] All righty. And then may I have a reference for the call?
[AGENT][NEUTRAL] Sure, so we don't have call reference numbers. You can use my name and last initial on today's date. So [PII] and then today's date.
[CUSTOMER][POSITIVE] Alrighty [PII], thanks so much for your help you have a great day uh stay safe, have a nice day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK.