AccountId: 011433970860
ContactId: 9639810d-15ec-421f-8f98-bf9b806a8227
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97860 ms
Total Talk Time (AGENT): 50553 ms
Total Talk Time (CUSTOMER): 30839 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/9639810d-15ec-421f-8f98-bf9b806a8227_20250325T13:52_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] Hi, good morning. My name is [PII]. I'm sorry, um, I'm trying to verify, uh, patients eligibility.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 1400663.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am.
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that eligibility.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] This policy actually turned on 91-2021.
[AGENT][NEGATIVE] Checking to see and no coverage since then.
[CUSTOMER][NEUTRAL] OK, OK, may I have a reference number for the call?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] [PII], the reference number would be my name and today's date, and I spell my name [PII], and it was a pleasure to assist you with that eligibility, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.