AccountId: 011433970860
ContactId: 9ad578a0-56ab-416e-b2c7-c0f9d95e3953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67910 ms
Total Talk Time (AGENT): 29535 ms
Total Talk Time (CUSTOMER): 31640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9ad578a0-56ab-416e-b2c7-c0f9d95e3953_20250205T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. My name is [PII]. I'd like to verify for an eligibility date on a patient, please.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is 229-6622.
[AGENT][NEUTRAL] And a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what
[CUSTOMER][NEUTRAL] Oh sorry, callback phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] Thank you for that information, [PII], and you're just checking her eligibility date, the effective date and if the policy is active. OK, showing an effect.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEGATIVE] Correct somebody else verified for benefits but they didn't put the effective date.
[AGENT][NEUTRAL] OK, I'm showing the effective date is [PII]. The policy is active at this time. Any other questions?
[CUSTOMER][POSITIVE] That was it [PII], thank you very much. I hope you have a beautiful day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.