AccountId: 011433970860
ContactId: a7186993-9667-43b8-8c8b-5c20985a80cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155610 ms
Total Talk Time (AGENT): 62058 ms
Total Talk Time (CUSTOMER): 62160 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/a7186993-9667-43b8-8c8b-5c20985a80cf_20250403T14:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yes, I need to um verify eligibility please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] Internal Medicine.
[AGENT][NEUTRAL] OK, Ms. [PII], and then what is um the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the ID number or the policy number is 02572255.
[AGENT][NEUTRAL] 2255.
[AGENT][NEUTRAL] OK, can you repeat that policy number? I'm sorry, one more time for me, I think I missed the digit.
[CUSTOMER][NEUTRAL] 02572255
[AGENT][POSITIVE] OK thank you I appreciate you repeating that for me. Let me look up the policy real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I've got [PII] pulled up and I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] All right, and is there a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, and is it just under APL?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much appreciate your help.
[AGENT][POSITIVE] We appreciate you, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, well, is there the active policy, does there have a um ending date or is it paid through a certain amount of time?
[AGENT][NEUTRAL] It's, it's active, it's paid current.
[CUSTOMER][POSITIVE] Oh OK, that's just what I needed to know, thank you.
[AGENT][POSITIVE] You're welcome. You have a good day and thank you for calling APL, Miss [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.