AccountId: 011433970860
ContactId: a90a0893-a9e0-4429-9f31-bbbb2f81bc22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95309 ms
Total Talk Time (AGENT): 47760 ms
Total Talk Time (CUSTOMER): 35394 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a90a0893-a9e0-4429-9f31-bbbb2f81bc22_20250507T14:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Doctor [PII]'s office, and I was just calling to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 01735270.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What was the last 4? I apologize.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right. Thank you so much. Give me a moment. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And you say you're needing eligibility, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yeah, I'm showing his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] Alright, and can I just get a reference number for this please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. However, if you like, you may use my name at today's date. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That'll be it. What was your name?
[AGENT][NEUTRAL] [PII] last initial [PII].
[CUSTOMER][POSITIVE] Alright, OK, thank you so much, [PII].
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye bye bye.