AccountId: 011433970860
ContactId: ac443b29-ae91-426d-827e-b2110a89f3c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118180 ms
Total Talk Time (AGENT): 49800 ms
Total Talk Time (CUSTOMER): 37031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ac443b29-ae91-426d-827e-b2110a89f3c6_20250619T19:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For coming to CPL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, I can't hear you.
[AGENT][NEUTRAL] Yeah, I'm, I'm sorry. I, I, I can't hear you very well either. My name is [PII]. Thank you for contacting API. How may I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, yes, I need to know if a patient is active with you all. Hello?
[AGENT][POSITIVE] I can help you out. Yes.
[CUSTOMER][NEUTRAL] I need to know if a patient is active with you all.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes, I can help with eligibility, and, uh, with whom am I speaking?
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII]
[AGENT][NEUTRAL] Yeah, thank you. And what is that, uh, policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It's 1134291.
[AGENT][NEUTRAL] OK, thank you. I'm sorry, this sounds like you're really far away. And what is the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, insured's name is
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you very much. The policy went into effect from [PII], but they don't have a, they don't have a current policy with us right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting APL have a very good day.