AccountId: 011433970860
ContactId: 9cf01f27-3d6c-4bb9-b010-f825ab858497
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110400 ms
Total Talk Time (AGENT): 40532 ms
Total Talk Time (CUSTOMER): 46672 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/9cf01f27-3d6c-4bb9-b010-f825ab858497_20250408T17:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check patients eligibility and benefits.
[AGENT][NEUTRAL] Yeah, I could check eligibility and benefits for you. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] Yeah, it's um [PII]
[AGENT][POSITIVE] OK thank you and then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, um, 02576690.
[AGENT][NEUTRAL] All right. And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][NEUTRAL] Um, I don't have anyone with that name under this policy.
[CUSTOMER][NEUTRAL] Um, is it under [PII]? Date of birth [PII]. OK, she says that um she's under his policy.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, I don't have anyone. What was the date of birth again? I'm sorry.
[CUSTOMER][NEUTRAL] That's his wife.
[CUSTOMER][NEUTRAL] Um, for her it's [PII].
[AGENT][NEUTRAL] OK, no, I've only got [PII] and uh 2 dependent children under this policy.
[CUSTOMER][NEUTRAL] It's depending. OK, so she's not on there.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Of course, thanks for calling [PII] have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.