AccountId: 011433970860
ContactId: a56f5cce-b0d4-4c88-a0cb-12ad5281456d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90459 ms
Total Talk Time (AGENT): 38840 ms
Total Talk Time (CUSTOMER): 28359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a56f5cce-b0d4-4c88-a0cb-12ad5281456d_20250310T12:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to check patient's eligibility.
[AGENT][NEUTRAL] I can help you. Your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 02506073.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that information, [PII], and we're just checking eligibility.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have that information for you. The effective date is [PII]. Policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I have your name?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. It's [PII], first initial and last name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. I really appreciate it. No, that's it.
[AGENT][NEUTRAL] Anything else?
[AGENT][POSITIVE] You're welcome. You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.