AccountId: 011433970860
ContactId: 9b569c1f-68f1-429f-a2a4-33d06aa30ea3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77040 ms
Total Talk Time (AGENT): 33660 ms
Total Talk Time (CUSTOMER): 32689 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/9b569c1f-68f1-429f-a2a4-33d06aa30ea3_20250305T14:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good day. I'm just calling to check if a patient is eligible.
[AGENT][NEUTRAL] OK, well, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] That's gonna be 2, I'm sorry, 02478766.
[CUSTOMER][NEUTRAL] [PII] 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I've shown her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so 4 124. Perfect, thank you so much. Great.
[AGENT][NEUTRAL] All right, Ms. [PII], and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that is all. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a good day. Bye-bye.
[AGENT][NEUTRAL] Bye.