AccountId: 011433970860
ContactId: a64523df-edc3-49ed-9eee-6c84360dcb38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87720 ms
Total Talk Time (AGENT): 34667 ms
Total Talk Time (CUSTOMER): 38283 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a64523df-edc3-49ed-9eee-6c84360dcb38_20250226T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] from Wescandal. I am calling to obtain patient effective date and to see if patient is active with you guys.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It will be 02486901 M.
[CUSTOMER][NEUTRAL] L 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Um so his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] [PII] and active, thank you very much. Can I have a call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name and [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much and have a wonderful day.
[AGENT][NEUTRAL] Uh, you too, Ms. [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.