AccountId: 011433970860
ContactId: a56e5589-4016-4c06-a293-5da901df5650
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78389 ms
Total Talk Time (AGENT): 35597 ms
Total Talk Time (CUSTOMER): 32968 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a56e5589-4016-4c06-a293-5da901df5650_20250507T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII] and I'm with the facility and I am just needing to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 021-851-557.
[AGENT][POSITIVE] Thank you, give me one moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you're welcome. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm. [PII] [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is uh [PII], and she is active on the policy.
[CUSTOMER][POSITIVE] Perfect that is exactly what I needed. um, can I get a call reference number from you?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. However, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK perfect all right well thank you so much for your time and help today and I hope you have a great day.
[AGENT][POSITIVE] Oh, you too, Miss. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Mm bye.