AccountId: 011433970860
ContactId: aaa773f4-5fc3-4d78-9034-a3cb18c582e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134149 ms
Total Talk Time (AGENT): 45629 ms
Total Talk Time (CUSTOMER): 59296 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/aaa773f4-5fc3-4d78-9034-a3cb18c582e1_20250528T20:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to get eligibility for a patient that I have.
[AGENT][NEUTRAL] Sure, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII], do you want me to spell it for you?
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 024914.
[CUSTOMER][NEUTRAL] 69 M as in man, L as in lion 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, let me
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, what was that last digit?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Verify the
[AGENT][NEUTRAL] Patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is.
[AGENT][NEUTRAL] [PII] and he is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty perfect.
[CUSTOMER][NEUTRAL] And then what's your name again?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK, and then do you have a reference number you can provide me with?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] I really appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL.
[CUSTOMER][POSITIVE] Alrighty have a great day.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Bye bye.