AccountId: 011433970860
ContactId: 955b0116-bec3-4c20-97bd-5743dfe86bee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124819 ms
Total Talk Time (AGENT): 39221 ms
Total Talk Time (CUSTOMER): 48398 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/955b0116-bec3-4c20-97bd-5743dfe86bee_20250324T12:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Yes, I just needed to verify um if a patient's coverage is active.
[AGENT][NEUTRAL] OK, I can help you with that. What's the policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right. Uh, let's see here. It is 02563039, the letter M as in Michael, L as in Lima, number 8.
[AGENT][NEUTRAL] And what's your name? OK, thank you.
[CUSTOMER][NEUTRAL] My first, sure. My first name is [PII] The initial of my last name starts with [PII] [PII]
[AGENT][NEUTRAL] And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're just checking eligibility.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] 256-3030.
[CUSTOMER][NEUTRAL] Oh, let me go back to that.
[CUSTOMER][NEUTRAL] Yeah, 256-3039.
[AGENT][NEUTRAL] 03 9.
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Information and so I'm showing a policy effective date of [PII].
[AGENT][NEUTRAL] And this policy, excuse me.
[CUSTOMER][POSITIVE] Perfect. All right.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] And the policy is active at this time, and did you have any other questions for uh I get a help outlet today?
[CUSTOMER][POSITIVE] I did not. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. All right. Bye-bye.
[AGENT][NEUTRAL] Um