AccountId: 011433970860
ContactId: a6e8dc83-fe62-4045-9821-6374d4105899
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125559 ms
Total Talk Time (AGENT): 60469 ms
Total Talk Time (CUSTOMER): 41743 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/a6e8dc83-fe62-4045-9821-6374d4105899_20250110T17:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I need to give um.
[CUSTOMER][NEUTRAL] Oh good grief I was what I was gonna say eligibility on a patient please. I'm sorry.
[AGENT][NEUTRAL] OK. It's OK. It's no problem. Sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 1457204
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Can you verify the date of birth one more time?
[CUSTOMER][NEUTRAL] [PII] I said [PII] sorry.
[AGENT][POSITIVE] OK, thank you. It's OK, no problem, Ms. [PII].
[CUSTOMER][NEUTRAL] I'm having a day I'm telling you.
[AGENT][NEUTRAL] It's Friday. It's almost the weekend.
[CUSTOMER][POSITIVE] Thank God, thank God.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Uh, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK, and I didn't get your name at the first of the call.
[AGENT][NEUTRAL] It's OK. My name is [PII]. That's [PII] is [PII].
[CUSTOMER][POSITIVE] Thank you so much and is there a call reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today if you like this noise.
[CUSTOMER][POSITIVE] All right thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You as well. Have a happy weekend. Bye-bye.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. You're welcome.