AccountId: 011433970860
ContactId: 9cc3b5be-76da-4e08-9735-3c7cc7c644c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84739 ms
Total Talk Time (AGENT): 35578 ms
Total Talk Time (CUSTOMER): 28971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/9cc3b5be-76da-4e08-9735-3c7cc7c644c9_20250421T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify uh benefits if they are active and effective date please.
[AGENT][NEUTRAL] Alright, I can help you with the eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01678855 ML8.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then what's your name and a good callback number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um [PII] and the callback number here is [PII].
[AGENT][NEUTRAL] OK, perfect. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and it looks like the policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, I have a reference number for the call please?
[AGENT][NEUTRAL] Yeah, of course. That's my first name, [PII], last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK great thank you have a great day.
[AGENT][POSITIVE] Mhm. Yeah, of course, you too. Thanks for calling me too.