AccountId: 011433970860
ContactId: a83860cc-e37a-4732-ab15-7a86c9878f8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77809 ms
Total Talk Time (AGENT): 35535 ms
Total Talk Time (CUSTOMER): 32087 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/a83860cc-e37a-4732-ab15-7a86c9878f8b_20250415T12:40_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII] from [PII]. Um, I just wanna verify eligibility for a patient.
[AGENT][NEUTRAL] OK, can I help you, uh, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, 02292 and then 3 6s.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said your name was [PII]?
[AGENT][NEUTRAL] Uh huh, correct. You would use my name in today's status reference for today's call, and what's the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII], birthday [PII].
[AGENT][NEUTRAL] Alright, thank you for that and we're just checking eligibility dates correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I'm showing an effective date of [PII] and the policy is active at this time. Any other questions I can help out with today?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] Alrighty well thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Alright bye.