AccountId: 011433970860
ContactId: a45793b1-5472-412f-aab0-9ec558d8e83a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126970 ms
Total Talk Time (AGENT): 40077 ms
Total Talk Time (CUSTOMER): 38946 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/a45793b1-5472-412f-aab0-9ec558d8e83a_20250423T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm trying to verify patient eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] I callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Uh, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Let's see, we were given 02365130 ML 8.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth, uh, let's see, [PII].
[AGENT][NEUTRAL] OK, looks like this policy term 51-2024, but let me see if there is a new one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, it looks like we have a current policy. Um, let me give you that number.
[AGENT][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 486-629.
[CUSTOMER][NEUTRAL] 486-629
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Yes, and that policy is effective 5-1-2024 and active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Good deal. Let's see here just to make note.
[CUSTOMER][NEUTRAL] And do you give call reference numbers Miss [PII]?
[AGENT][NEUTRAL] Uh, just my name, uh, [PII], first initial to last name, [PII], and today's date. Is there anything else I can help with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.