AccountId: 011433970860
ContactId: b04d2f57-f65e-4ea9-94a0-89578bd076cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122889 ms
Total Talk Time (AGENT): 53641 ms
Total Talk Time (CUSTOMER): 62238 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b04d2f57-f65e-4ea9-94a0-89578bd076cb_20250227T16:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm going to check eligibility, um, for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[AGENT][NEUTRAL] Can you spell that?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Um, I have here 01275219.
[AGENT][NEUTRAL] Thank you, [PII] and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, first name is [PII], uh, last name is [PII], um, and the date of birth, it's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] It would be my pleasure to assist you with that eligibility, [PII]'s policy actually turned on [PII] with no active coverage with APL.
[CUSTOMER][NEUTRAL] So [PII]? OK.
[AGENT][POSITIVE] Mhm. That's right.
[CUSTOMER][NEUTRAL] And what's the um the the start date for for the plan, the coverage?
[AGENT][NEUTRAL] No, if I could date was [PII].
[CUSTOMER][NEUTRAL] Oh yeah, yeah, OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Kinda went back for this one, didn't he?
[CUSTOMER][NEUTRAL] Uh, I know, mm, we got an issue with the eligibility. All right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so, well, that, that will be all for my part.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, it's been a pleasure.
[CUSTOMER][POSITIVE] I appreciate your help, [PII].
[AGENT][POSITIVE] Oh my pleasure to assist you with that eligibility. Thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you for your help.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.