AccountId: 011433970860
ContactId: 95c4f646-04a7-44e5-9a7a-3797f613d3dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101080 ms
Total Talk Time (AGENT): 34889 ms
Total Talk Time (CUSTOMER): 38483 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/95c4f646-04a7-44e5-9a7a-3797f613d3dd_20250416T12:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm just calling to verify eligibility for a patient please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. It's [PII] Last initials [PII].
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02478766 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient, [PII] no, I'm so sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're just needing eligibility for this policy?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] The policy is active.
[CUSTOMER][NEUTRAL] Am I able to obtain a call reference number from you, please?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you.