AccountId: 011433970860
ContactId: 9ed69dc1-4187-402a-aa9c-c5098cd251e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113379 ms
Total Talk Time (AGENT): 24578 ms
Total Talk Time (CUSTOMER): 39758 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/9ed69dc1-4187-402a-aa9c-c5098cd251e0_20250512T20:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII]. I'm calling from a provider's office. I'm calling to get eligibility and benefits for a number, please.
[AGENT][POSITIVE] Hey [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, callback number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 02263101
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, I show this policy terminated [PII].
[CUSTOMER][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] And what date? I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bear with me, I am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And may I have a reference for the call, [PII]?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], and today's date. And can I help with anything else today, [PII]?
[CUSTOMER][POSITIVE] That is about it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you, same to you. Bye.