AccountId: 011433970860
ContactId: 9f670063-a79e-4685-a7e4-fcd9364ee931
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112050 ms
Total Talk Time (AGENT): 35625 ms
Total Talk Time (CUSTOMER): 38259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/9f670063-a79e-4685-a7e4-fcd9364ee931_20250606T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from our provider's office and I needed to verify eligibility on a patient.
[AGENT][POSITIVE] I can help you with eligibility [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] I have 02284234 M as in Mary, L as in Larry and then number 8.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, I'm showing this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And this is secondary gap insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and then may I get a reference number when you're ready.
[AGENT][NEUTRAL] So we don't have reference numbers, but you can use my name and last initial in today's date, so [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much I appreciate your help.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.